Complaints

Complaints

We are committed to providing high quality legal advice and client care. If however, you are unhappy about any aspect of the service you have received, please contact Mrs Husniye Sera Bazen on 020 7112 8355, via email at sera.bazen@stssolicitors.co.uk or by post to our offices.

Following receipt of your complaint, we will send you a letter acknowledging your complaint and we may ask you to confirm or explain the details set out. We will then record your complaint in our central register and open a file for your complaint. Finally, we will start to investigate your complaint. We aim to undertake this stage within 21 days of receiving your original complaint.

Following our investigation, we will provide you with a formal written response. In certain circumstances, we may invite you to a meeting or we may telephone you to discuss your complaint. We are likely to do this if we feel that matters may be concluded swiftly and amicably by this route.

If at this stage, you are still not satisfied, you can write to us again. Following a review of our decision, we will write to you confirming our final position on your complaint and explaining our reasons.

We aim to handle your complaint within a reasonable time scale. However, please bear in mind that some complaints will take longer to investigate.

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 a final response to your complaint, and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.