SOLOMON ROSS SOLICITORS COMPLAINTS PROCEDURE
We are committed to providing a high-quality legal service to all our clients, and it is rare in the extreme that any one has had cause to complain about a service or any other issue. However, if at any point you become unhappy or concerned about the service we provide, you should inform us immediately so that we can do our best to resolve the problem.
Our Complaints Procedure
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If matters remain unresolved, then please contact our senior Solicitor, Taaha Tahir Ahmed, with the details. The email to contact us is admin@solomonross.co.uk
In the event that the person who is working on your case is Mr Ahmed and matters remain unresolved, then please contact our senior Solicitor, James Preedy. The email to contact is james@solomonross.co.uk
What will happen next?
Step 1
We will telephone and/or write to you acknowledging receipt of your complaint within 3 days of receiving it.
Step 2
We will then investigate your complaint. This will normally involve your complaint being reviewed by our Mr Mahfooz, who will speak to the member of staff who acted for you.
Step 3
Within twenty one days, we will be in contact with you by telephone and/or in writing to set out this firm’s preliminary position in relation to your complaint, and address any appropriate solutions.
Step 4
If the matter is not yet resolved, we will send you within 14 days a detailed written reply to your complaint (on the assumption there is more detail to give over and above step 3 above) including suggestions for resolving the matter, and including inviting you to a meeting if preferable.
Step 5
At this stage, if you are still not satisfied, you should contact us again and we will arrange for a review of the decision.
Step 6
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
In the unlikely event that we cannot resolve your complaint, you may wish to raise your matter with the Legal Ombudsman.
You must contact the Legal Ombudsman within six months of receiving our final response to your complaint &
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No more than one year from the date of the act or omission being complained about; or
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No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information
Contact the Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
What to do if you are unhappy with our behaviour
Solomon Ross Solicitors are regulated by The Solicitors Regulation Authority. 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