We take complaints made against us or our employees very seriously.  How we deal with complaints is very much part of our service.  If you have a complaint we would like to hear from you.  The complaint may arise but is not limited to the handling of your claim and includes any complaints about the firm’s charges or bill of costs including disbursements. 

Our procedure is as follows: 

• Set out your complaint in writing (by letter or email) with the person who is responsible for the day to day conduct of your matter
• Your complaint will be referred to their supervisor, who will acknowledge your complaint within 72 hours providing you with details of the person handling your complaint
• We will then endeavour to respond to your complaint substantively within 14 days

We will do what we can to resolve your complaint. However, if you remain unsatisfied the matter will be referred to Safina Soni, Director of Kingsway Solicitors. who will oversee an investigation and respond further to you.  

At each stage we will do our best to:

• Investigate the complaint thoroughly; and
• Ensure that any necessary remedial action is taken as quickly as possible.  We will record in writing the nature of the complaint, our investigation of it and any remedial action taken. 

We may ask you to confirm in writing if the complaint has been satisfactorily resolved. 

If you are still not satisfied with the way in which we have handled your complaint, you can contact the Legal Ombudsman Service at PO Box 15870, Birmingham, B30 9EB.  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 [email protected]

Finally, please note the Solicitors Regulation Authority can help if you have any concerns regarding our behaviour.  For example, where you have concerns about us taking or losing your money, acts of dishonesty or treating you unfairly.  

You can raise concerns with the Solicitors Regulation Authority by visiting their website or contact the Professional Ethics Helpline for further assistance.