Complaints

At Regent Law we are committed to providing high quality legal services to all clients. If you believe something has gone wrong, then we have a complaints procedure to ensure any complaint is fully investigated so that we may learn from it and ensure that we improve our standards.

If you have any queries or concerns, then you should in the first instance write to the Solicitor or member of the team who is working on your case, with details of your complaint, to see if matters can be resolved quickly. If you remain dissatisfied, then we would request that you contact Mr Umair Ali who is our complaints manager, with the details of your complaint. We will acknowledge your complaint within 5 days of receiving it.

Your complaint will be recorded in a central register for monitoring and management information purposes and a separate file will also be opened for the complaint. Mr Ali will then fully investigate your complaint and write to you, in the first instance, with his findings within 4 weeks. He will then invite you to discuss the complaint and potential solution(s).

If we have to change any of the time scales above, depending on the complexity of the complaint, we will let you know and explain why.

If you are still not satisfied with the suggested solution(s), we will invite you to agree to using alternative dispute resolution (ADR) or mediation. This will be entirely independent, and we can arrange this on your behalf.

If, following ADR / medication you are still unhappy then you have a right to complain to the Legal Ombudsman (LeO) at the conclusion of our complaints process.

• The LeO can be contacted at
• enquiries@legalombudsman.org.uk
• Telephone 0300 555 0333
• PO Box 6806, Wolverhampton, WV1 9WJ

The LeO will normally investigate complaints within six years from the act/omission that you are complaining of or within three years from you realising the cause of your complaint. Please be aware that the Legal Ombudsman will not accept complaints where the act or your date of awareness was before 6 October 2010. You must refer the complaint to the LeO within six months of the date of our written response to your complaint. The LeO may consider it necessary to refer the matter to the Solicitors Regulation Authority (SRA).

A complaint can include a complaint about this firm’s bill. There may also be a right to object to the bill by making a complaint to the LeO and/or by applying to the Court for an Assessment of the bill under Part III of the Solicitors Act 1974. If all or part of the bill remains unpaid the firm may be entitled to charge interest.

Professional rules relating to Solicitors firms, including the Code of Conduct, can be accessed from the Solicitors Regulation Authority at http:// www.sra.org.uk/code-of-conduct.page.

Authorised and Regulated by the Solicitors Regulation Authority No: 657682