Complaints Policy • Prince Evans Solicitors LLP

1. Our Approach

1.1 We are committed to providing the highest quality legal service to all our clients. If something goes wrong, we need you to tell us about it. This will enable us to address the problem as a priority and, where appropriate, offer a suitable remedy. It will also help us to make any improvements.

1.2 We will usually open a separate file for your complaint and record this on a central register. We do not make any charges whatsoever for dealing with a complaint.

2. How to Raise Your Concerns

2.1 If you have any concerns about the service you receive, please contact the person who is handling your matter in the first instance and/or the Partner with overall responsibility for your matter. The Partner’s details were set out in the letter we sent to you when we accepted your instructions, but you can ask for them again at any time. Many issues can be resolved at this early stage.

3. Formal Review

3.1 If the matter cannot be resolved or it is not appropriate for the person or Partner to deal with the complaint, please contact our Complaints Manager:

Abdul Saleem
Email: abdul.saleem@prince-evans.co.uk

3.2 Abdul will acknowledge your complaint within 7 days and send you a copy of this Complaints Policy.

3.3 Your complaint will be investigated fairly and independently. This will normally involve one or more of the following steps:

Reviewing the file and any relevant documents
Interviewing those concerned within the firm
Seeking any further clarification from you
Arranging a meeting to discuss matters with you

3.4 Abdul will then write to you to report his findings and make any proposals for resolving your complaint. He will aim to do this within 21 days of acknowledging your complaint. If there is any delay, the reasons will be explained and a revised timescale agreed.

August 2024

4. Final Review

4.1 If you do not accept Abdul’s findings or proposals, you may request a final review by our Managing Partner:

Anthony Best

Your request should be made in writing and clearly set out your concerns.

4.2 Anthony will aim to complete the review within 10 working days of receiving your request and will confirm our final position in writing.

5. Legal Ombudsman

5.1 If you remain unhappy with the outcome, you may contact the Legal Ombudsman:

Legal Ombudsman
PO Box 6167
Slough, SL1 0EH

Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk

5.2 Complaints must normally be referred to the Legal Ombudsman within six months of our final response, and no later than:

One year from the date of the act or omission complained about; or
One year from the date when you should reasonably have known there was cause for complaint.

5.3 If these time limits are missed, the Ombudsman may be unable to investigate the complaint.

5.4 Alternative complaint bodies such as ProMediate exist; however, we consider the Legal Ombudsman to be the most appropriate means of resolving complaints about legal services.

6. Solicitors Regulation Authority (SRA)

6.1 The SRA can help if you are concerned about our behaviour, such as dishonesty, misuse of money, or unfair treatment. Their contact details are:

Solicitors Regulation Authority
The Cube, 199 Wharfside Street
Birmingham, B1 1RN

Email: contactcentre@sra.org.uk
Telephone: 0370 606 2555
Website: www.sra.org.uk