Rasel Chambers Solicitors Complaint Procedure
At Rasel Chambers Solicitors, we are dedicated to providing our clients with a top-tier legal service. If you encounter any issues, please inform us, as it allows us to address any mistakes or misunderstandings and improve our service standards.
How to Lodge a Complaint:
If you wish to make a complaint, please contact Mr. M Rasel, our partner and designated complaint handling officer. We are committed to resolving complaints promptly, fairly, openly, and effectively.
You can lodge your complaint through various means:
Phone: 020 3685 7115 / 07515 487822
Letter: Second Floor, 10-12 Whitechapel Road, London E1 1EW
Email: info@raselchambers.co.uk
Our Commitment :
- All client complaints are reported and recorded centrally.
- Every complaint receives an appropriate response.
- We identify the cause of the issue, offer appropriate redress, and correct any unsatisfactory procedures.
- Clients are informed in writing at the start of their matter about their right to complain and the procedure for doing so, including the option to escalate the complaint to the Legal Ombudsman.
Complaint Handling Procedure:
Acknowledgement: We will acknowledge receipt of your complaint in writing within three days.
Investigation: We will review your file and speak to the relevant staff member.
Meeting or Discussion: Within 14 days of sending the acknowledgement letter, we will invite you to a meeting to discuss the complaint. If a meeting is not possible or preferred, we will offer a discussion by phone.
Post-Discussion Follow-Up: Within three days of the meeting or phone discussion, we will write to you summarising the discussion and any agreed solutions.
Written Response: We will send you a detailed written response within 21 days of the initial acknowledgement letter, including our suggestions for resolving the matter.
Review (if necessary): If you are still dissatisfied, you can request a review. We will respond within 14 days, confirming our final position and explaining our reasons.
If we need to adjust any timescales, we will inform you and explain why.
Legal Ombudsman :
You are generally required to register a complaint with us within one year of the issue. We have eight weeks to resolve your complaint before you can contact the Legal Ombudsman. You must contact the Legal Ombudsman within six months of our final written response. For more information, you can reach the Legal Ombudsman at:
Address: PO Box 6806, Wolverhampton WV1 9WJ
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Solicitors Regulation Authority (SRA)
If you believe a solicitor has acted dishonestly or breached SRA principles, you can report it to the Solicitors Regulation Authority (SRA). The SRA does not handle poor service complaints, which should be referred to the Legal Ombudsman. When reporting to the SRA, please:
- Clearly set out your concerns
Identify responsible individuals
Attach any relevant evidence
For further information about the SRA, please contact them directly.
Record Keeping
We will maintain records of your complaint and provide them to the Legal Ombudsman if requested.
