Complaints Handling Policy

Our Commitment:

At Salhan Dharna Law , we are dedicated to delivering the highest level of service to our clients. However, should you ever encounter dissatisfaction or concerns regarding the service provided or billing matters, we encourage you to promptly notify us. Your feedback is crucial, allowing us the opportunity to address and resolve any issues effectively. In the initial instance, we recommend reaching out to the assigned contact person handling your case for a discussion, and we will make every effort to resolve concerns at this stage.

If you are dissatisfied with any aspect of the service or billing, please contact us via post at Room 1, Ground Floor, 17 Friar Lane, Leicester, LE1 5QQ or by telephone at 0116 436 1224, or via email at enquiries@salhandharna.co.uk . Importantly, filing a complaint will not impact the handling of your case.

Complaint Handling Procedure:

Upon receipt of your complaint, we will send you an acknowledgment letter within five days, along with a copy of this procedure.
Your complaint will be thoroughly investigated, typically involving our Client Care Manager, Mr. Tarsem Salhan. If your complaint involves Mr. Salhan, another senior member of the firm's management will handle the review.
A meeting will be arranged within 14 days of the acknowledgment letter to discuss and ideally resolve your complaint. Subsequently, a letter detailing the outcome and any agreed-upon solutions will be sent to you within five days.
If a meeting is not feasible or desired, a detailed written reply, including suggested resolutions, will be provided within 21 days of the acknowledgment letter.
Should you remain dissatisfied, contact us again, and another senior manager within the firm will review the decision. We will communicate our final position within 14 days of receiving your request for a review, explaining our reasons.
If there are any changes to the specified timescales, we will promptly inform you, providing an explanation.

The Legal Ombudsman:

If you remain unsatisfied with our complaint handling, you have the option to approach the Legal Ombudsman. We encourage resolving matters internally but understand the necessity of external intervention if required. Contact details for the Legal Ombudsman are as follows:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
0300 555 0333
enquiries@legalombudsman.org.uk
www.legalombudsman.org.uk

Please note that the Legal Ombudsman expects complaints within one year of the date of the act or omission or realization of the concern. Concerns should also be raised within six months of our final response to you.

Complaints about Your Bill:

The aforementioned complaints procedure extends to concerns about our bills. You also have the right to object to the bill by applying to the court for an assessment under Part III of the Solicitors Act 1974. In the event of unpaid bills, the firm may be entitled to charge interest.

Raising Concerns with Our Regulator:

If you have concerns about our behaviour, the Solicitors Regulation Authority (SRA) is available to assist. This could include issues such as dishonesty, financial concerns, or unfair treatment based on personal characteristics. Details on reporting concerns to the SRA can be found at www.sra.org.uk/consumers/problems/report-solicitor.