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Available in Paddington Central and Southall Broadway

Complaints Procedure
Understanding our complaints procedure

Complaints Procedure

  1. A Complaint can be made in person or on the phone or in writing. The complaints on the phone and in person will be referred to the Supervisor who will arrange a meeting to resolve your complaint. If the Supervisor is unable to resolve your complaint, he will request you to make the complaint in writing in detail.
  2. We will send you a letter acknowledging your complaint and will ask you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within seven days of us receiving your complaint.
  3. We will record your complaint in our central register and open a separate file of correspondence along with your file. We will do this within two days of receiving your complaint.
  4. We will acknowledge your reply to our letter and confirm what will happen next. You can expect to hear from us within seven days of your reply.
  5. We will then start to investigate you complaint. This will involve the following steps:
    • We will pass your complaint to Mr A Sriharan, our complaints handling officer, within three days.
    • Mr A Sriharan will request explanation from your caseworker to reply to your complaint within five days
    • Mr A Sriharan will examine investigate and interview the caseworker. This will be carried out within the next five days.
  6. Mr A. Sriharan will thereafter invite you to meet him and discuss and resolve the complaint amicably. In case you do not wish to attend the meeting in the office, the complaints handling office will prepare a full report and send it to your in writing inviting you to accept his report. This report will also include his suggestions to resolve this matter to your satisfaction. He will do this within seven days after your meeting or after your indication not to attend the meeting.
  7. At this state, if you are still not satisfied you can write to us again with your reasons and a review will be arranged. Another partner of the firm will review Mr A Sriharan’s report within ten days.
  8. We will let you know the result of the review within five days from the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact them about your complaint. If the above-mentioned timescale has not been complied with, we will give you an explanation for the same.