At Engleharts we aim to provide the highest possible standard of legal service to all our clients. However, there may be times when you feel that we have failed to meet your expectations. We take every complaint very seriously and wish to resolve any client dissatisfaction as quickly and efficiently as possible. We aim to ensure that any mistakes do not happen again. We follow the Solicitors Regulation Authority SRA Code of Conduct for Solicitors, RELs and RFLs when dealing with complaints. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
In the first instance it may be helpful to bring your complaint to the attention of the person who has been dealing with your matter. We ask that you ensure that you include all relevant details so that your complaint or concern can be effectively addressed. However, if you would like to make a formal complaint, you can read the firm’s Complaints Procedure .
Our promise to you is that your complaint will be dealt with promptly, fairly, and free of charge.
Making a complaint will not affect how we handle your matter.
What you can do if we are unable to resolve your complaint.
The firm has eight weeks to consider and resolve your complaint. If we have not resolved it within this time you may pass your complaint to the Legal Ombudsman. The Legal Ombudsman could help you if you have a complaint about the work that we did for you or your bill.Full contact details for the Legal Ombudsman can be found below. Any complaint to the Legal Ombudsman must usually be made within six months from the date of this firm’s final response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years from the date by when you should have reasonably known that you had cause for complaint). The Legal Ombudsman will check with us that you have tried to resolve your complaint with us first.
You can also raise a complaint or concern with the Solicitors Regulation Authority (SRA). The SRA can help you if you have a complaint or a concern about our behaviour. This could be for matters like breaking the SRA rules, including shutting down without telling you, dishonesty taking or losing your money, or treating you unfairly because of a disability or age. You can raise your concerns with the SRA and full contact details can be found below:
The Law Society:The Law Society’s Hall113 Chancery LaneLondon WC2A 1PL
DX: DX 56 London/Chancery Lane
Call: 020 7242 1222 (Monday to Friday from 09:00 to 17:00).
Solicitors Regulation Authority:The Cube, 199 Wharfside Street, Birmingham, B1 1RN
DX 720293 BIRMINGHAM 47
Call:Contact centre 0370 606 2555