Complaints handling procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. Our complaints procedure is designed to help you bring your dissatisfaction to our attention so we can look at what has happened and provide you with an explanation. This will also help us improve our standards.

Our complaints procedure

If you have a complaint, please follow the procedure below.

Stage 1

In the first instance, please raise any dissatisfaction or complaint with the person dealing with your file.

Stage 2

If the matter is not resolved at Stage 1, please contact the Complaints Handler (details of who you will find in the initial client care letter which was sent to you) who will send you a letter acknowledging receipt of your complaint within three working days enclosing a copy of this procedure.

You can contact the Complaints Handler by letter, fax or email. The details are as follows:

First floor Offices
40 Tooting High Street
London
SW17 0RG
Fax: 020 8767 7719
Email: b.desai@broadwaysolicitors.com

The complaints handler will then investigate your complaint by reviewing your file and by speaking to the person dealing with your file. If appropriate, the complaints handler invite you to a meeting to discuss and hopefully resolve your complaint.

Within three working days of the meeting, the complaints handler will write to you to confirm the outcome of the meeting and any solutions which has been agreed with you. If you do not want a meeting or it is not possible, the complaints handler will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

At this stage, if you are still not satisfied, you should contact us again and we will arrange for the complaints handler to review their own decision. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

Stage 3

You have a right to contact the Legal Ombudsman, (LO) to look at your complaint. The LO expects complaints to be made to them within six months of receiving our final response to your complaint and within one year of 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. Their details are:

Legal Ombudsman
PO Box 6167
Slough SL1 0EH

Telephone number is 0121 245 3050.

The LO can look at your complaint independently and it will not affect how we handle your case.

Alternative Complaints Bodies

It is also possible for a complaint to be made to the Solicitors Regulation Authority. Alternative complaints bodies such as Ombudsman Services (https://www.ombudsman-services.org/) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use this scheme.

If we need to change any of the timescales above, we will let you know and explain why.