Guide to our Complaints Handling Policy and Procedure
Trust and transparency are integral to our philosophy. When you instruct us, your relationship is not just with your lawyer, but the whole team. If you have any issues or concerns about the way in your case is being handled, even if it is not a complaint, we actively encourage you to raise this with the Managing Director, Anu Hart at [email protected] so that we can address any concerns by working together.
1. If you have a complaint, you should set out the particulars of the complaint in writing and send them by e-mail to Anu Hart at [email protected] who is the Complaints Manager at Kumari Hart Solicitors.
2. Your complaint will be recorded in the Firm’s Complaint Management Form.
3. Your complaint will then be investigated. The relevant member of staff will be consulted. In the event of a complaint against Anu Hart, the matter will be investigated by Shyam Gadhia.
4. The Complaints Manager will acknowledge the complaint within five working days from the date of receipt and will investigate within 14 days of receiving the complaint.
5. Within 2 days of completing the investigation the Complaints Manager will Invite complainant to a meeting or to discuss the issues by telephone.
6. The Complaints Manager will send a response to the complainant within 5 working days to confirm the outcome of the meeting/discussion.
7. If the complainant is not able or does not want to attend a meeting, the Complaints Manager will explain in writing the outcome of their investigations within 21 days of receiving the complaint. This letter will contain details of the Legal Ombudsman, who should be contacted if the complainant is still not satisfied.
In the event that you are not satisfied with the firm’s response the Legal Ombudsman may be able to consider your complaint. There are, however, restrictions to this service for organisations, as set out on their website (see below). 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.
In addition, you should be aware that the Legal Ombudsman will not accept your complaint if:
• More than six years have elapsed from the date of the act or omission giving rise to the complaint; or
• More than three years have elapsed from the time when you should have known about the complaint; or
• The date of the alleged act or omission giving rise to the complaint was before 6th October 2010.
The Legal Ombudsman’s contact details are:
You also have the right to make a report to the Solicitors Regulation Authority (SRA) in the event that your complaint relates to;
• A breach of a Principle of the SRA Code of Conduct 2011 and/or;
• Allegations of dishonesty or discrimination.
To make a report see http://www.sra.org.uk/consumers/problems/report-solicitor.page or contact the SRA at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN , Tel : 0370 606 2555