Our Complaints Handling Policy
Our complaints handling policy
Kesar and Co 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.
What we consider a complaint.
We consider a complaint to be any issue or concern raised in writing, either addressed to the caseworker or employee of Kesar & Co concerned, or to the Principal Solicitor directly. Only complaints received in this manner will initiate the complaints procedure.
Our complaints handling procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. If you have a complaint, please contact:
Mladen Kesar or Nusrat Chowdhury
on 020 8181 3100
or by post to our office at:
27 London Road
Bromley
BR1 1DG
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within five days of your raising your concerns, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mladen Kesar, or our Compliance Officer, Nusrat Chowdhury, who will review your matter file and speak to the member of staff who acted for you.
- Mr Kesar or Ms Chowdhury will then invite you to a meeting where feasible to discuss and, it is hoped, resolve your complaint. They will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, Mr Kesar or Ms Chowdhury will write to you to confirm what took place and any solutions they have agreed with you.
- If you do not want a meeting or it is not feasible to have one, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you can request a review by contacting us again to explain why you remain unhappy with our response and we will review your comments. We will consider what you have to say and reconsider our position if necessary.
- 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.
- If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6167, Slough SL1 0EH, by email at
enquiries@legalombudsman.org.uk or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must be made within six months of you receiving a final written response from us regarding your complaint. Additionally, the complaint to the Legal Ombudsman must also be made within 12 months from the date of the act or omission complained about or 12 months from when you should have realised there was cause for complaint. The Legal Ombudsman has the discretion to accept complaints made after these deadlines if they feel it is fair and reasonable to do so. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk - 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. The Solicitors Regulation Authority can be contacted at The Cube, 199 Wharfside Street, Birmingham B1 1RN or by email at report@sra.org.uk
If we have to change any of the timescales above, we will let you know and explain why.
