Complaints

At Highgate Solicitors we always aim to provide our clients with the highest level of service. However, if at any stage you are unhappy  about our service, then you should inform us immediately so that we can do our best to resolve any problem.

In the first instance, it may be helpful to contact the person whom is working on your case to discuss your concerns and we will do our best to resolve any issues at the outset. If you would like to make a formal complaint, then you are directed to our initial client care letter to you as to whom your complaint should direct. Making a complaint will not affect how we handle your case.

All complaints are handled by our principal solicitor Mr Ashfaq Chowdhury.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

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:

Once you have made a complaint to us, we have up to eight weeks to respond to you. If you aren’t happy with our final response, or we haven’t responded within the eight weeks, you can then ask the Legal Ombudsman to look at it.

Once you have made a complaint to us, we have up to eight weeks to respond to you. If you aren’t happy with our final response, or we haven’t responded within the eight weeks, you can then ask the Legal Ombudsman to look at it. If you are referring your complaint to the Legal Ombudsman, generally you can ask them to look at your complaint within either:•

• One year of the problem happening; or

• One year from when you found out about it (if it took place more than a year ago).

You need to bring your complaint to the Legal Ombudsman within six months of our final response. If your complaint does not meet these time limits the Legal Ombudsman may not be able to investigate it. A final response is when Highgate Solicitors has nothing further to say and tells you that if you are still unhappy you can contact the Legal Ombudsman.

The contact address for the Legal Ombudsman is:-

Legal Ombudsman, PO Box 6167 Slough SL1 0EH 

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 a.m. and 5.00 p.m.

Email: enquries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

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