The firm 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 maintain and improve our standards.

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 you remain unsatisfied, please contact Mr Ajay Aggarwal with the details. Making a complaint will not affect how we handle your case.

What will happen next after you complain to us:

1. We will send you a letter acknowledging your complaint, where necessary asking you to confirm or explain the details. We will tell you who will be dealing with your complaint and provide you with the contact details for the Legal Ombudsman.
2. You can expect to receive our letter within 7 working days of receiving your complaint.
3. We will open a file for your complaint and record it in our central register. We will do this within 7 working days of receiving your complaint.
4. Mr Aggarwal will then start to investigate your complaint. He will do this within 14 working days. The complaint investigation will normally involve him examining your file and (if he did not deal with you personally) speaking with the person within the firm who acted for you.
5. If you would like to have a meeting to discuss and hopefully resolve your complaint, we will arrange this within 14 working days of your complaint.
6. Within 14 working days of the meeting Mr Aggarwal will write to you to confirm what took place and any solutions he has agreed with you.
7. If you do not want a meeting or if it is not possible, he will send you a detailed reply to your complaint; this will include his suggestions for resolving the matter- within 4 weeks of your complaint.
8. At this stage, if you are remaining dissatisfied, you can let us know, and Mr Aggarwal will review his decision.
9. We will let you know the result of the review within 14 working days of the end of the review. At this time Mr Aggarwal will write to you confirming the firm’s final position on your complaint and explaining our reasons.

If you are still not satisfied with the firm’s decision at the conclusion of the complaints procedure you may refer the matter to the Legal Ombudsman.

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 and
• No more than 3 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.