We aim to provide a high standard of professional service. If at any time you feel that this is not being maintained, please discuss it with Mani Arunachalam. We aim to achieve satisfactory resolution of complaints where possible, as set out in our complaint procedure. If this is not possible, Mani Arunachalam will deal with the matter. The Principal can be contacted as follows:
Mr S Arunachalam, Suite 2.11 Central House, 1 Ballards Lane, Finchley N3 1LQ
Mobile - 0744 98 98 306
Our aim is to ensure that you:
Receive a prompt response and assurance that the matter is being reviewed
Are satisfied that the complaint has been dealt with seriously
Are notified as soon as possible of the outcome
- Complaints Procedure
- Complaints Handling Policy
Our complaints policy
We are 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.
If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our client care principal, Mr S Arunachalam, who will review your matter file.
Mr S Arunachalam will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Mr S Arunachalam will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Mr S Arunachalam will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for Mr S Arunachalam to review his own decision or an appropriate alternative such as review by another local solicitor or mediation to review the decision.
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 about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occuring (of if outside of this period within three years of when you should reasonably have been aware of it.) For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org:
PO Box 6806,
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have 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 Mr Arunachalam to discuss your concerns and we will do our best to resolve any issues . If you would like to make a formal complaint, then you can read our full complaints procedure as stated above. Making a complaint will not affect how we handle your case.
What to do if we cannot resolve your complaint
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 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
- 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.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
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.