• The fee earner will investigate your complaint and reply to you in a timely manner.
• If you are not satisfied with the response received from the fee earner handling your matter, you can write to Hamraj Kang who is the firm’s complaints manager. 
• We will send you a letter / e-mail acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally involve Hamraj Kang reviewing your matter file and speaking to the member of staff who acted for you. If for any reason it should be inappropriate for Hamraj Kang to deal with the matter, then another Senior Solicitor within the firm will do so and follow this policy, keeping you informed.
• Following this investigation, we will send you a detailed written reply to your complaint, including our 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 another Senior Solicitor in the firm, unconnected with the matter, to review the decision.
• We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
• If we have not provided a final response to a complaint within eight weeks of it being made you have the right to make a complaint to the Legal Ombudsman.
• If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
• From the 1 April 2023 the Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
• Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. However, we do not agree to use such services as the Ombudsman Services instead leaving all final resolution decisions to The Legal Ombudsman.
• In the event that your complaint relates to anything other than poor service, then you may choose to report a solicitor or the firm to the SRA. The SRA works with lawyers, non-lawyers and firms to ensure that they comply with the SRA principles. 
• If we have to change any of the timescales above, we will let you know and explain why.