A&P Complaints Policy
We , A&P , confident that we will always give you a high quality service in all aspects of your matter. However, if you have any complaints about the service you receive, then you are entitled to and should raise them with the person dealing with your case in the first instance either verbally or in writing. Any complaint or issue you have includes that of the bill you have received. He/she will provide you with a copy of our complaints procedure and try and resolve the matter within 15 working days. A copy of the complaints procedure is always available upon request. If you are not satisfied with the response you receive and would like to take the matter further you should contact Mrs Shamini Uthayakumaran without delay. Once she has the knowledge of your complaint she will invite you to raise your complaint with her. This can be done verbally or in writing. She will then endeavour to resolve your complaint within 15 working days of receipt.
If however, after the firms two stage procedure as above and period of investigation has passed you are still not satisfied or if there has been no resolution by us after eight weeks of your complaint being made you have the right to refer your complaint to the Legal Ombudsman complaints procedure) within 6 months of the date of our final letter confirming to you that we consider the complaint to have been dealt with fairly, promptly and effectively to a conclusion.
If your complaint relates to your bill you may have the right to object to the bill by applying to the court for an assessment of the bill under Part 111 of the Solicitors Act 1974 (although the
LEO may not deal with a complaint about a bill if the client has applied to the court for an assessment) and that if all or part of a bill remains unpaid the firm may be entitled to charge interest.
For further information or should you wish to write to the Legal Ombudsman regarding a complaint their contact details are as follows:
PO Box 15870
Tel: 0300 555 0333
The provision of Services Regulations 2009 also places us under a duty to provide you with or make available the following:Contact details of our professional indemnity insurers:
Travellers Professional Risks Limited,
33 St Mary Avenue,
London, EC3A 8AC
Our policy Number: UC SOL 3949624
For details of how to access our professional rules go to the Solicitors Regulation Authoritym website www.sra.org.uk/code-of-conduct
All firms of Solicitors are obliged to attempt to resolve problems that clients may have with the service provided. It is therefore important that you raise your concern with us immediately.
We value you and would not wish to think you have any reason to be unhappy with us.