We are committed to providing a high-quality legal service to all our clients. When something goes wrong, you need you to tell me about it. This will help me to improve our standards.
We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If something goes wrong you need to tell us about it. This will help us to improve our standards. We will always try to resolve the problem quickly and to your satisfaction.
If you have a complaint about any aspect of our service you have received or about a bill, please follow the procedure set out below. We have 8 weeks to consider your complaint. If we have not resolved it within this length of time you may complain to the Legal Ombudsman. If you have concerns about our conduct you may contact the SRA.
We suggest you first contact the person who is representing you to see whether he/she can resolve the problem.
If you have tried to do this, and are not satisfied with the response, or you do not wish to contact the person dealing with your case, you can contact us in the following ways:
In writing: Omar Sharif, One Law Solicitors, Burton on Trent, DE14 1JE
E-mail: info@one-law.uk
Telephone: 0330 043 5295
We wish to reassure you that you will not be charged by us for handling your complaint and you will be advised if the complaints procedure will have any effect on any ongoing case that you may have with us.
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.
We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, We will write to you to confirm what took place and any solutions we have agreed with you.
If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including any 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 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 ask the Legal Ombudsman to consider the complaint. Your complaint should normally meet ALL three of the criteria below for the Legal Ombudsman to accept it:
- The problem or when you found out about it, happened after 5 October 2010; and
- You are referring your complaint to the Legal Ombudsman within one year from the date of the problem happening, or one year from when you realised there was a problem; and
- You are referring your complaint to the Legal Ombudsman within six months of our final response.
Information about The Legal Ombudsman can be accessed on their website www.legalombudsman.org.uk.
In writing: The Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
E-mail: enquiries@legalombudsman.org.uk
Concerns about our conduct can be reported to the SRA. https://www.sra.org.uk/consumers/problems/
Burton-on -Trent
DE14 1JE
Burton-on -Trent
DE14 1JE
One Law is the trading name of One Law Consultancy Ltd which is a limited company registered in England and Wales – Company Number 13980384) and is authorised and regulated by the Solicitors Regulation Authority – SRA No. 8001044.