Complaints procedure
If something is not right, please tell us.
We want to give you the best possible service. If you become unhappy or concerned about the service we have provided, please tell us immediately so we can do our best to resolve it.
In the first instance, it may be helpful to contact the person working on your matter to discuss your concerns, and we will do our best to resolve any issues directly. Your right to complain might relate to the way in which your matter is being handled, or the fee we are seeking from you.
If you still have queries or concerns, or you want to make a formal complaint, please contact our Complaints Handling Representative using the details below. We are authorised and regulated by the Solicitors Regulation Authority (SRA), and we are committed to handling any complaint promptly, fairly, and free of charge.
Complaints Handling Representative
Mr. Selvanayagam Sathananthan
Solicitor & Director
- Phone
- 020 8471 9484
- info@satha.co.uk
- Post
- S. Satha & Co Solicitors, 358 High Street North, Manor Park, London, E12 6PH
Our complaints handling procedure
How we will handle your complaint.
Clients must always try complaining to us first. In most cases, you will not be able to take your complaint further without allowing us the opportunity to put things right.
- 01
Tell us the full nature of the problem
If you have not already done so, please let us know the full nature of your concern, whether it relates to how your matter has been handled or the fee we are seeking from you.
- 02
Acknowledgement
Our Complaints Handling Representative will write to you acknowledging your complaint within five working days, confirming what happens next.
- 03
Investigation
We will investigate your complaint by reviewing your file and speaking to the member of staff concerned, within ten working days of acknowledging receipt. If this is not possible in that time, we will write to you with the reason and a revised timescale.
- 04
Discussion & resolution
We will invite you to a meeting, video call, or telephone call to discuss your complaint, within ten working days of concluding our investigation, and confirm the outcome in writing within five working days of that discussion. If you would prefer not to meet, we will instead send a detailed written response within fifteen working days of concluding the investigation.
- 05
Review, if you remain unsatisfied
If you are not satisfied with our response, you may ask us to arrange for another Director to review the decision. We will write to you within ten working days of your request, confirming the firm's final position and any redress offered.
Timescales
The deadlines that apply.
- Acknowledgement of complaintWithin 5 working days
- Investigation of your complaintWithin 10 working days
- Discussion or meeting, once investigatedWithin 10 working days
- Written confirmation after discussionWithin 5 working days
- Written response if no meeting takes placeWithin 15 working days
- Review by another Director, if requestedWithin 10 working days
- Legal Ombudsman consideration periodUp to 8 weeks
- Right to refer to Legal OmbudsmanWithin 6 months of our final response
- Legal Ombudsman time limitsWithin 1 year of the act/omission or of awareness
Legal Ombudsman
If you remain dissatisfied with our response.
We are permitted a period of eight weeks to consider your complaint. If we are unable to resolve the problem between us within that timeframe, you may ask the Legal Ombudsman to consider it. A complaint to the Legal Ombudsman must usually be made within six months of receiving our final written response, and within one year of the act or omission complained of, or of you becoming aware of it.
Legal Ombudsman
PO Box 6167
Slough SL1 0EH
- Phone
- 0300 555 0333
- Website
- www.legalombudsman.org.uk
Solicitors Regulation Authority
For concerns about honesty or integrity.
If you think a solicitor might be dishonest, or you have concerns about their ethics or integrity, you have the right to notify our regulator, the Solicitors Regulation Authority. There are no time limits for making a report, but the SRA is not able to deal with issues of poor service, complaints of that nature should instead be referred to the Legal Ombudsman.
Raise a concern in confidence.
We are here to put things right.
For further information about our complaints handling procedure, please contact Mr. Selvanayagam Sathananthan on 020 8471 9484 or info@satha.co.uk.
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