Complaints Procedure

Complaints handling procedure

Our complaints policy
Deccan Prime Solicitors is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, [Mr S R Tadvai], who will review your matter file and speak to the member of staff who acted for you.
3. Mr S R Tadvai our Solicitor/Partner will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Mr S R Tadvai will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, Mr S R Tadvai will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another fee earner to review the decision.
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 following authority about your complaint. You will need to bring a complaint to the Legal Ombudsman 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 and within six months of receiving a final written response from us about your complaint.

The Legal Ombudsman rules below on time limitations.

A complaint to the Legal Ombudsman must be made:
* Within six months of receiving our final response to your complaint
and
* No more than one year from the date of the act or omission being
complained about; or
* No more than one year from the date when you should reasonably have
known that there was cause for complaint.
To comply with the SRA Transparency Rules (‘the Rules’), your website must
display all three elements of this limitation period.

Visit: www.legalombudsman.org.uk

Email: enquiries@legalombudsman.org.uk

Address:

• Legal Ombudsman,
• PO Box 6167
• Slough,
• SL1 0EH

Phone contact: 0300 555 0333

If we have to change any of the timescales above, we will let you know and explain why.

If you are concerned about our professional conduct:

The Solicitors Regulation Authority can help if you are concerned about our professional conduct.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.