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Complaints Procedure

Complaints Procedure

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
Ashley House,
235-239 High Road
Wood Green
London
N22 8HF

WHAT WILL HAPPEN NEXT ?

  1. We will send you an acknowledgment letter/email 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.
  2. We will aim to send you a detailed reply to your complaint within 28 calendar days of receiving your complaint.
  3. 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.
  4. Please note that you will not be charged for any time we have spent dealing with your complaint.

If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.

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 receiving a final response to your complaint. and;
  • No more than 1 year from the act/omission that lead to the complaint. Or;
  • No more than 1 year from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, you can contact them directly.

The Legal Ombudsman can be contacted at:

Legal Ombudsman: PO Box 6167, Slough, SL1 0EH

Telephone number: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Erbil & Richmond Solicitors are regulated by the Solicitors Regulation Authority. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. 

Find out more about the SRA Rules and Regulations and how to report your concerns:

https://www.sra.org.uk/consumers/problems/report-solicitor/

COMPLAINTS ABOUT YOUR BILL

In the case of a complaint about a bill, there might also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. However, we would point out that if all or part of a bill remains unpaid, we may be entitled to charge interest – There are strict time limits that apply to this process, and you may wish to seek independent legal advice.