Complaint Procedure
In the event you are dissatisfied with the service we have provided then you have the right to complain to us and if you are dissatisfied with our response you can complain to the Legal Ombudsman.
Before you contact the Legal Ombudsman you must first register an official complaint with us. Making a complaint will not affect how we handle your case. If you think the matter of your dissatisfaction has not been resolved then kindly drop an email to the Principal of Solidum Solicitors Mr. Paulinus Puvindran Masilamany on puvi@solidumsolicitors.co.uk by email. Kindly quote your case in detail, your reference number and the name of the staff member along with the records of your first complaint made directly to the staff member in concern. We have eight weeks to consider your complaint.
Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied you can then involve the Legal Ombudsman. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website.
Timeline:
In normal circumstances you are required to register a complaint within one year. You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm's complaints procedure. In summary you must register your complaint with us within one year.
Registering a Formal Complaint:
To register a formal complaint, please write to us and include all the information suggested by the Legal Ombudsman - their website includes some useful resources.
In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services - these are:
Contacting the SRA:
We must conduct our business following the SRA Principles, and details of those Principles can be found at https://www.sra.org.uk/consumers/who-we-are/sra-regulate/#principles If you consider we have breached an SRA Principle then you can report us to the SRA. There are some issues the SRA do not investigate and if you consider you have suffered poor service, that should be referred to the Legal Ombudsman, but the SRA will investigate allegations of dishonesty or discrimination. If you wish to make a report to the SRA go to https://www.sra.org.uk/consumers/problems/report-solicitor/ and complete their report form.
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
Contact details:
Legal Ombudsman,
Edward House, Quay Place, Birmingham B1 2RA
Call: 0300 555 0333 between 9am to 5pm
Email: enquiries@legalombudsman.org.uk
Visit: www.legalombudsman.org.uk