Complaints handling policy

We value your business and do not wish you to have any reason to be unhappy with us. We are confident of providing a high quality service. It is therefore important that you raise any concerns you may have with us immediately so that we may address them. This will help us to improve our standards.

Our complaints procedure
If you are dissatisfied with the service received or if you are dissatisfied with regards to a charge on a bill received, please first contact the member of staff who is dealing with your matter. Alternatively, you may contact our Complaints Handling Director, Mrs Renukah Pragalathan. The email address is: ren@onecalllegal.co.uk. If the complaint is in connection with our Director or she does not resolve the complaint to your satisfaction, we will delegate the handling of your complaint to an independent complaints handler for investigation. Please set out as clearly as you can the nature of your complaint or concern and how it has arisen. Please also ensure that your letter states the identity of the person who dealt with your matter and your file reference number.

 

Making a complaint will not affect how we handle your case.

 

The Solicitors Regulation Authority can help you 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.

 

You can raise your concerns with the Solicitors Regulation Authority

 

What will happen next?
Within five working days of receipt of your complaint we will:

  • Record your complaint in our central database and open a file for your complaint.
  • Send you a letter acknowledging receipt.
  • Ask you to confirm or explain any details which are unclear.

If we have asked for further details, we will acknowledge those within three working days of receipt and confirm what will happen next.

Our investigation

  • Within seven working days of receiving your complaint (or the further details requested), we will ask the member of staff who acted for you to comment and will review your file.
  • Within ten working days of receiving your complaint (or the further details requested), the Director will write to you with our view of your complaint, and how to resolve it.
  • The Director may invite you to a meeting. He will write to you within two working days of the meeting to confirm what took place and any solutions agreed with you.
  • Alternatively, the Director may refer the complaint to an independent complaints handler, Resolve Consultancy to handle the complaint and provide an objective view. They will aim to respond to you with a final assessment within 4 weeks from the date of referral.
  • In all but exceptional circumstances we will act upon the advice given by the independent complaints handler.
  • We will then write to you confirming our final position on your complaint and explain our reasons.
  • If you are still not satisfied, the next step is for you to contact the Legal Ombudsman.
  • The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
  • Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us 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 six years from the date of act/omission; or
    • No more than three years from when you should reasonably have known there was cause for complaint.

 

If you would like more information about the Legal Ombudsman, please contact them by the following methods:-

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Overseas: +44 12 245 3050
Email: enquiries@legalombudsman.org.uk
In writing: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

 

You must contact the Legal Ombudsman within 6 months of the date of our last written response.

  • If we have to change any of the timescales above, we will let you know and explain why.
  • Please note that there is no charge for dealing with the complaint.