We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
If you have a complaint, please raise the problem with the solicitor responsible for your matter, or if you prefer, our complaints partner, Mr Navaljit Singh Bakshi.
What will happen next?
- As soon as you have any concerns please make them known to the person responsible for your case either verbally or in writing. We would prefer that a concern were voiced rather than kept to yourself.
- If your concern can be resolved informally we shall be very happy.
- If you feel your concern has not been fully dealt with please state your complaint formally in writing to:
Complaint Partner, Navaljit Singh Bakshi, 83 South End, Croydon, CR0 1BG
- He will either:
- Investigate the complaint straight away OR
- Ask you for further information, which you are encouraged to provide as soon as possible. If we do not hear from you within a further 14 days Mr Bakshi will investigate the complaint on the materials available. If you believe that it may take longer than 14 days to answer the request please let us know the date when we may expect to hear from you.
- The person responsible for your case will be asked to give an explanation within three working days of your complaint or time for supply of further information by you.
- Subject to illness or annual leave of a person dealing with your case our aim is to give you a written response within seven working days of the complaint or in Case B within seven days of the receipt of the further information requested or time for the supply of further information if we do not hear further from you.
- If you do not believe our written response resolves your complaint please ask for an appointment at which you can put forward any points you wish to have resolved.Information and status in relation to your case/matter
- If you are happy with the outcome of the meeting do please ask us to reconsider our response with your reasons why you believe your complaint has not been properly considered. We hope to respond formally within seven working days.
- If you are still unhappy, it is open to you to refer the matter to:- Legal Ombudsman, PO Box 6806 Wolverhampton, WV1 9WJ, about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. 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:
Further details are available from the Legal Ombudsman website: www.legalombudsman.org.uk
- If your complaint involves a case in which a fee earner has been involved, you may ask for the matter to be referred to by Mr N.S Bakshi, who will then investigate the complaint or if your complaint concerns Mr. N.S Bakshi, then please ask the matter to be referred to Mrs Beejal yogendra Rawal and vice-versa.
- If we have to change any of the timescales above, we will let you know and explain why.
Please note that if you want this document explained to you in the language you are conversant with, please do not hesitate to seek our help.
Solicitors Regulation Authority
Simman Solicitors is regulated by The Solicitors Regulation Authority. The Solicitors Regulation Authority can help you, if you are concerned about our behaviour. You can raise your concerns with the Solicitors Regulation Authority.