complaint Handling

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided, then you should inform us immediately, so that we can do our best to resolve the problem. 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.

If you would like to make a formal complaint, then please contact Ken Gulati on +44 (0) 208 770 7979 or by email at akg@akgulati.co.uk or by post to our office at White House Chambers, 84 Lind Road, Sutton, Surrey SM1 4PL. Making a complaint will not affect how we handle your case.

We will respond to your complaint in a timely manner and give you a substantive response in writing.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves and you have a complaint about our service (including our fees). They will look at your complaint independently.

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 from us to your complaint –

and

– No more than one year from the date of act/omission complained about –

or

– No more than one year from when you should reasonably have known there was cause for complaint.

Contact details for the Legal Ombudsman

If you would like more information about the Legal Ombudsman, please contact them as follows:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 AM and 4.00 PM

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6167, Slough, SL1 0EH

What to do if you are unhappy with our behaviour

In the highly unlikely scenario that you believe we have acted unprofessionally, the Solicitors Regulation Authority may be able to help you if you are concerned about our behaviour.

We have to achieve certain basic professional standards in all we do and we strive to exceed these standards in everything that we do. If you are acting in good faith it is unlikely you will need to know this or to make a report, but we are obliged to inform you that you can raise your concerns with the Solicitors Regulation Authority if you wish.