1 Kreston Solicitors is committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
2 Our Complaints Procedure
2.1 If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervising Partner, please contact us as soon as you are aware of the problem so this can be addressed. The client care Director is Rukiye Eren at the Enfield office telephone 0203 7930862 email [email protected].
3 What Will Happen Next?
3.1 We will send you a letter acknowledging receipt of your complaint within 7 days of our receiving the complaint, enclosing a copy of this procedure.
3.2 We will then investigate your complaint. This will normally involve passing your complaint to our client care Director, Rukiye Eren who will review your matter file and speak to the member of staff who acted for you.
3.3 Rukiye Eren will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.
3.6 At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another Director to review the decision.
3.7 We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
4 What to do if we cannot resolve your complaint
If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, email [email protected] or call 0300 555 0333 between 9am to 5pm about your complaint.
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 your receiving a final written response from us regarding your complaint.
no more than six years from the date of the act/omission: or
no more than three years from when you should reasonably have known there was cause for complaint
The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.
5 What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.