Complaints
At Kulachi Solicitors, we are committed to continuous improvement and providing the best possible service for our clients. We hope that you will never have a reason to complain about our services; however, if something does go wrong, we need you to inform us about it.
Initially, we hope you can resolve any problem or complaint with your lawyer on an informal basis. If that is not possible, please contact our Compliance Team at info@kulachisolicitors.co.uk, who will coordinate your complaint with the director in charge of the department involved in your case.
It is important to contact us promptly with any concerns, as there are deadlines for making complaints that may have to go to the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission that you are concerned about, or within a year of realizing there was a concern. Complaints relating to invoices need to be made within six months of the invoice date. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you if it remains the same.
What Will Happen Next?
1.Acknowledgement: We will acknowledge your complaint in writing and may ask you to confirm or explain the details.
2.Recording: Your complaint will be recorded in our central register, and a file for your complaint will be opened.
3.Investigation: We will begin investigating your complaint, which may involve one or more of the following steps:
- Asking the member of staff who acted for you to comment on your complaint.
- Examining their response and the details of your complaint, along with your case file.
4.Response: We will send you a response to your complaint within 21 days of receiving your original complaint.
- If appropriate, instead of providing a formal written response, we may invite you to meet with the team director to discuss your concerns and try to resolve them in person, or we may telephone you to discuss them. This approach may be used if we feel matters could be concluded more swiftly and amicably by this route.
5.Further Action: If you are still not satisfied, you can write to us again. We will then arrange to review our decision or, if appropriate, another director who has not been involved in the investigation so far will review your complaint and write to you, confirming our final position and explaining our reasons.
We aim to complete the different stages outlined above within reasonable timescales and within 8 weeks of first receiving your complaint; however, some complaints may take longer to resolve.
If, at the end of our investigation, you are dissatisfied with our handling of your complaint, you may refer the matter within 6 months of our final response to the Legal Ombudsman.
Thank you for allowing us the opportunity to address your concerns.
info@kulachisolicitors.co.uk | 02033930930