OUR COMPLAINTS POLICY
We are committed to providing a high quality legal service to all of our clients.
We are here to give thoughtful, professional and dedicated support and advice to all of our clients. When something goes wrong, we will need you to tell us about it. This will help us to improve our standards.
OUR COMPLAINTS PROCEDURE
Please tell us if you are not happy with any aspect of the service you receive or a bill that you have received. We would ask you initially to raise any queries or concerns about our work with the person responsible for the day-to-day handling of your case, or their supervisor. Either of these persons will do their best to resolve any problems quickly and to your satisfaction. If they are unable to do so, however, then please contact Ms Birgul Rose Erbil in writing at the address below:
ERBIL & RICHMOND SOLICITORS
235-239 High Road
WHAT WILL HAPPEN NEXT ?
- We will send you an acknowledgment letter/email within three business days and record your complaint in our Central Register and open a file for your complaint. We may ask you to confirm or explain the details of your complaint, or invite you to a meeting if we consider that it would help to achieve a prompt resolution to your complaint.
- We will aim to send you a detailed reply to your complaint within 28 calendar days of receiving your complaint.
- We have 8 weeks from the date we receive your complaint to fully investigate and provide our final response to you. If we have to change any of the timescales above, we will contact you to explain why.
- Please note that you will not be charged for any time we have spent dealing with your complaint.
If you remain dissatisfied, you can refer your complaint directly to the Legal Ombudsman. Their telephone number is 0300 555 0333 and the address is:
PO Box 6806
The time limit for referring your complaint to the Legal Ombudsman is 6 months from the end of our complaints process. In addition you should be aware that the Legal Ombudsman will not accept your complaint if:
more than six years have elapsed from the date of the act or omission giving rise to the complaint; or
more than three years have elapsed from the time when you should have known about the complaint; or
the date of the alleged act or omission giving rise to the complaint was before 6th October 2010.
Details of the Legal Ombudsman Scheme Rules can be found here https://www.legalombudsman.org.uk/downloads/documents/publications/Scheme-Rules.pdf.