Complaints Procedure

We are committed to providing you with the best possible service.  We strive to provide all our clients with the highest standards of service.  If you have any reason at any time to raise a concern about the services provided by us, you should immediately contact the person who is handling your matter, who will be happy to discuss your concerns further.

If you still remain unsatisfied, then you should raise your concerns with our complaints department to Pritee Manji by email at complaints@silveroaksolicitors.com or post at 178b Mansell Road, Greenford, UB6 9EH.  Any concerns of complaints must be placed in writing.

For more information about this policy, or if you would like to make a complaint, please contact complaints@silveroaksolicitors.com . We will endeavour to resolve any of your concerns or complaints, however if we are unable to do so to your satisfaction, you can contact the Information Commissioner’s Office (ICO), the website is www.ico.org.uk or telephone 0303 123 1113

We have eight weeks to consider your complaint upon receiving it.

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.

Legal Ombudsman

PO Box 15870

Birmingham

B30 9EB

Tel: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Web: www.legalombudsman.org.uK

Complaint relating to a bill

If you are not satisfied with our bill(s) you may have the right to object our bill(s) by applying to the Court for an assessment to see if it is fair and reasonable.  Your rights are set out in Part III of the Solicitors Act 1974.

Complaint relating to our conduct

The Solicitors Regulation Authority (SRA) can help you if are concerned about our conduct.  You can contact the SRA at the link below and raise the concerns you have.

For more information about this policy, or if you would like to make a complaint, please contact complaints@silveroaksolicitors.com . We will endeavour to resolve any of your concerns or complaints, however if we are unable to do so to your satisfaction, you can contact the Information Commissioner’s Office (ICO), the website is www.ico.org.uk or telephone 0303 123 1113.

http://www.sra.org.uk/consumer/problems.page