Complaints Handling Procedure
Chelian Law Solicitors are sorry to hear that you have experienced a problem with the level of service that you have received from us. We are committed to high quality legal advice and client care and the Director of Chelian Law Mr. Adaikalamuthu Ilanchelian is keen to resolve this matter as soon as possible.
In order to do this, Chelian Law will follow our complaints handling procedure, the procedure aims to ensure that you are fully aware of our procedure, the relevant timeframes and other avenues for redress that may be available to you should we be unable to resolve the matter ourselves.
Chelian Law Solicitors complaints handling procedure is as follows:
Please let the Director Mr Adaikalamuthu Ilanchelian know the full nature of the problem. Ideally, we would prefer that your complaint be confirmed in writing in order that any scope for misunderstanding can be avoided.
However, this is not obligatory, and you are welcome to provide the details to the Director over the telephone or face to face. If you are setting out your concerns in writing then you can do this by emailing at firstname.lastname@example.org or writing to us at:
Mr. Adaikalamuthu Ilanchelian (Director)
Chelian Law Solicitors
225 Northolt Road
The Director will write to you acknowledging your complaint within 5 working days, in this letter, Mr. Ilanchelian shall confirm what happens next.
The Director Mr. Ilanchelian shall then investigate by reviewing the matter file and speaking to the member of staff concerned within 5 working days of acknowledging receipt of your complaint. If, for some reason, the matter cannot be investigated in this time frame, then we will write to you notifying you of this together with the reason why and giving a revised timescale.
Once the investigation has been completed, we shall invite you to discuss the issues you have raised and hopefully resolve the complaint. This could be a meeting or telephone call and will take place within 14 days of sending you the acknowledgement letter.
We shall write to you within 5 working days of any meeting or phone call to confirm our discussion and the solution agreed upon and/or any final redress that is offered.
Alternatively, if you do not want to or are unable to attend such a meeting or you would prefer to continue to correspond by letter or email (or if a meeting is not required), the Director will send you a detailed, written response, including our proposed solution, within 14 days of sending you the letter acknowledging receipt of your complaint.
If you are satisfied with our response following the above steps, that will be the end of the matter. However, if you are not satisfied, you should contact the Director Mr. Ilanchelian again and will review our decision or depending on the circumstances; will arrange for another local solicitor to review our decision.
The Director will write to you within 14 days of receiving your request with confirmation of the firm's final position in relation to your complaint, outlining the reasons and any final redress that is offered.
You must always try complaining to the Director Mr. Ilanchelian first. In most cases you will not be able to take your complaint further without allowing us the opportunity to put things right.
We are permitted a minimum of 8 weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint.
You are free to refer any complaint about our work, fees, or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within 6 months of you having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint. The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit: www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton W.VI 9WJ.
SOLICITORS REGULATION AUTHORITY
If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit