Our complaints handling procedure
One Law Solicitors – Complaints Handling Policy
We aim to provide a high-quality legal service. If something goes wrong, we want to know about it so we can put things right and learn from it.
1. What is a complaint?
A complaint is any expression of dissatisfaction about an act, omission, decision, or the standard of service provided by One Law Solicitors (OLS) or any of its employees.
Complaints help us improve, and making one will not affect how we handle your case or the level of service you receive.
2. How to make a complaint
You can raise a complaint by contacting us:
In writing
By email
Over the phone
In person
If you need help setting out your complaint, please let us know and we’ll assist you.
Please address your complaint to Omar Sharif, who is responsible for investigating complaints. If Omar is unavailable, Gurdip Bhanot will handle it in his place.
3. What happens next
We will write to you within three working days to confirm we’ve received your complaint. We will include a copy of this policy.
We may ask you to provide more detail, or suggest a meeting or phone call to understand your concerns.
If a meeting takes place, we’ll confirm what was discussed and any actions agreed within three working days afterwards.
We will then investigate the matter fully and send you a written response with our findings and any proposed resolution.
We aim to provide a final response within eight weeks of receiving your complaint. If we need more time, we’ll explain why and let you know when you can expect our response.
4. If you are still unhappy
If you are dissatisfied with the outcome of our investigation, you can ask for the decision to be reviewed by a member of the firm.
If you remain unhappy after that, or if we have not resolved your complaint within eight weeks, you can contact the Legal Ombudsman.
Legal Ombudsman
PO Box 6167
Slough SL1 0EH
Phone: 0300 555 0333
Website: www.legalombudsman.org.uk
You must contact the Legal Ombudsman:
Within six months of receiving our final written response; and
Within 12 months of the act or omission you are complaining about, or from when you first became aware of the issue.
5. Complaints about professional conduct
If your concern relates to our conduct — for example, breaches of professional rules or behaviour issues — rather than our service, you can raise it with the Solicitors Regulation Authority (SRA).
Solicitors Regulation Authority
Website: www.sra.org.uk/consumers/problems
Address: The Cube, 199 Wharfside Street, Birmingham B1 1RN
6. Availability of this policy
A copy of this Complaints Handling Policy is published on our website and is available free of charge on request.
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.