Our firm is truly committed to providing services to our clients to their satisfaction. If at ant point you are dissatisfied, we will do our best to resolve the issue.
If you do have a complaint, please write to the attention of Mrs Susan Michael at 62 High Street North, East Ham, London E6 2HJ or email to susan@susanpaulsolicitors.com.
“Making a complaint will not affect how we handle your case “
Please ensure that you include the following:
- Your full name and contact details.
- Your file reference.
- The full details of your complaint
We will acknowledge the details of your complaint within 5 days. Mrs Susan Michael will review your file, if we need any additional information from you, we will request from you giving you time to rely to the request.
You will also be given an opportunity to attend the office to discuss the complaint and resolve the issue.
If Mrs Michael decides that a meeting is not optional, then a detailed letter will be sent within 21 days stating the next steps to be taken into the investigation.
It is a sole practice and Mrs Michael will be personally responsible to review the complaint.
We will record your complaint in our central register which is reviewed regularly by the firm. We have a procedure in place which details how we handle complaints which is available from us upon request. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
s: +44 12 245 3050
Email: enquiries@legalombudsman.org.uk
In writing: PO Box 6806, Wolverhampton, WV1 9WJ
www.legalombudsman.org.uk
If you are still not satisfied, the next step is for you to contact the Legal Ombudsman by one of the following methods:
Telephone: 0300 555 0333
Overseas: +44 12 245 3050
Email: enquiries@legalombudsman.org.uk
In writing: PO Box 6806, Wolverhampton, WV1 9WJ
www.legalombudsman.org.uk
The Ombudsman service is only available to members of the public, very small businesses, charities, clubs and trusts. If you are unclear about your position, then you should contact the Legal Ombudsman direct to clarify whether or not they can deal with your complaint.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information about the Legal Ombudsman contact:
Call: 0300 555 0333 between 9.00 to 17.00
If you are dissatisfied with our bill, you have the right to apply to the High Court for an assessment of our charges by an Officer of the Court under ss. 70, 71 and 72 of the Solicitors Act 1974. We hope that before making such an application you would first use our complaints procedure explained above and resolve the issue.
Complaints About Misconduct
If you have any concerns about any misconduct or breach of the SRA Code of Conduct by our firm such as taking or losing your money, dishonesty or discrimination, you can also report the matter to our regulatory body, the Solicitors Regulation Authority. Their details are:
The Solicitors Regulation Authority
The Cube
Wharfside Street
Birmingham
B1 1RN
0370 6062555
To our firm is truly committed to providing services o our clients to their satisfaction. If at ant point you are dissatisfied, we will do our best to resolve the issue.
If at any you do have a complaint, please write to the attention of Mrs Susan Michael at 62 High Street North East Ham,London E62HJ
Please ensure that you include the following:
- Your full name and contact details.
- Your file reference.
- The full details of your complaint
We will acknowledge the details of your complaint within 7 days. Mrs Susan Michael will review your file, if we need any additional information from you, we will request from you giving you time to reply to the request.
You will also be given an opportunity to attend the office to discuss the complaint and resolve the issue.
We will within 5 days send you a letter stating the details and outcome of the meeting or if not next steps to be taken.
If Mrs Michael decides that a meeting is not optional, then a detailed letter will be sent within 21 days stating the next steps to be taken into the investigation.
It is a sole practice and Mrs Michael will be personally responsible to review the complaint and resolve the issue.
If you are still no satisfied, you can contact the Legal Ombudsman about your complaint. Any complain to the Legal Ombudsman must be made within six months of the date of our final written response on your complaint.
The Legal Ombudsman can only investigate complaints up to 6 years from the problem or within 3 years of you finding out the problem
For Further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk or at
Legal Ombudsman, PO BOX 6806 Wolverhampton WV1 9WJ
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information, please check.
SRA | Publishing complaints procedure | Solicitors Regulation Authority