Complaints Procedure

How to Make a Complaint

Please contact Mrs Savita Sukul, our Principal Solicitor and Complaints Manager. You can complain by email, post, telephone or in person. Explain what has happened and, if you can, what you would like us to do.

Email: info@sjssolicitors.co.uk
Telephone: 020 8675 4436
Post: Mrs Savita Sukul, SJS Solicitors, 82 Balham High Road, London SW12 9AG

If you need help making your complaint, an alternative format or an adjustment because of a disability or language need, please let us know.

What Happens Next

1. Acknowledgement
We will acknowledge your complaint in writing within two working days of receiving it. We will confirm who is handling it and what happens next.

2. Investigation
The Principal or another senior member of staff who was not previously involved in your matter will investigate. This may include reviewing your file and speaking with the people involved.

3. Initial response
We will send a detailed written response addressing your concerns within seven working days of our acknowledgement letter.

4. Further review
If you are not satisfied, you can request a further review. We will invite you to discuss the matter in person or by telephone within seven working days of your request. If a meeting is not possible or you would prefer not to meet, we will send a further written proposal for resolving the complaint.

5. Final response
If you remain dissatisfied, we may arrange a review by another senior person or, where appropriate, an independent local solicitor. We will write to you with our final position and reasons. We aim to resolve complaints within eight weeks of receiving them.

The Legal Ombudsman

If you are unhappy with our final response, or we have not responded within eight weeks, you can ask the Legal Ombudsman to consider your complaint.

You normally need to refer a complaint:

• Within one year of the problem happening, or within one year of finding out about it; and
• Within six months of our final response.

The Ombudsman has eligibility rules and may consider an out-of-time complaint where it is fair and reasonable to do so. Please check its current guidance on complaints and time limits.

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH
Website: Legal Ombudsman

Concerns about Professional Conduct

The Solicitors Regulation Authority deals with concerns about professional conduct, such as dishonesty, discrimination or misuse of client money. You can report those concerns to the SRA. This is separate from asking the Legal Ombudsman to consider poor service or a bill.

Concerns about a Bill

You can use this complaints procedure if you are unhappy with our bill. You may also have a right to ask the court to assess it under Part III of the Solicitors Act 1974. Strict time limits apply. The Legal Ombudsman may not be able to consider a bill that is already subject to a court assessment.