Complaints Policy

We aim to provide you the best possible service. However, if at any point you become unhappy or concerned about the service we provided to you 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 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 would like to make a formal complaint, then you can read our full complaints procedure below.

Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

What do to 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:

If you would like more information about the Legal Ombudsman at.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman : PO Box 6806, Wolverhampton, WV1 9WJ



Our Compliants Procedure

If you have a complaint, please contact us with full details to our Client Care partner Mrs.S.Alagarajah who has the responsibility of dealing with complaints . You can contact us at Alaga & Co Solicitors at 305 Northborough Road, London SW16 4TR or by email at alaganco_solicitors@yahoo.co.uk

What will happen next?

  1. Within 3 days of receiving your complaint we will record your complaint in a central register .
  2. Once we receive your complaint we will send you a letter acknowledging receipt of your complaint with the name of the person who will be investigating your complaint within five working days of receiving it . We may be asking you to confirm or explain the details set out in your complaint.
  3. On receiving your reply/clarification ,we will acknowledge your reply to our clarification request and confirm what will happen next. You can expect to hear from us within 5 days of your reply .
  4. We shall then begin to investigate your complaint. This will normally involve :-.
  1. passing your complaint to our Client Care partner, Mrs.S.Alagarajah, who will review your matter file and speak to the person against whom you have a complaint
  2. We may examine the reply we receive from the person against whom you have a complaint and may ask for further clarification, if necessary from him/her. This is likely to be done within 10 days of the reply.
  3. We will then invite you to a meeting to discuss and hopefully to resolve your complaint. We will do this within 5 days of receiving all the details from the person against whom you have made a complaint.
  4. If you do not want a meeting or it is not possible, we will send you a detailed written reply obtained in relation to your complaint, including our suggestions for resolving the matter within 10 days of completing our investigations.

    5. If that is not possible, we will inform you why that is the case and by when a response will be delivered.

  5. Within 10 days of the meeting we will write to you to confirm what took place and any solutions we agreed with you. If that is not possible, we will inform you why that is the case and by when a response will be delivered.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for :-
    1. the decision to be reviewed by the client care partner
    2. another fee earner unconnected with the matter at the firm to review his/her own decision within 10 days
  7. 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.
  8. If you are still not satisfied, you can then contact the :-

Legal Ombudsman,

PO Box 6806,

Wolverhampton

WV1 9WJ

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 occurring (or 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 enquiries@legalombudsman.org.uk.

We will not charge you for handling your complaint.

If you have a complaint about your bill and wish to complain about or challenge you may do so by applying for an assessment of the bill under Part III of the Solicitors Act 1974. the Legal Ombudsman may not consider a complaint about the bill if you have applied to the court for assessment of the bill. We may be able to charge interest on all, or part of, a bill.