SKK Solicitors – Clients Complaints Policy

OUR COMPLAINTS POLICY

SKK Solicitors is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. We are committed to addressing all concerns promptly and ensuring a fair resolution for our clients.  This also helps us improve our standards and ensures we continue to meet your needs effectively.

In accordance with the Solicitor Regulation Authority Rules, we are dedicated to delivering high-quality legal advice and client care. If you are dissatisfied with any aspect of the service you have received or with your bill, we encourage you to first discuss the matter directly with the fee earner managing your case.

A copy of this complaints policy will be provided to you along with our company’s Terms and Conditions once you have officially instructed us.

We take all complaints very seriously and aim to resolve them as quickly and efficiently as possible. Our goal is to provide you with the best possible service, and we are committed to addressing any concerns you may have. We hope our complaints procedure will offer you a fair and satisfactory resolution.

OUR COMPLAINTS PROCEDURE

If you have a concern or complaint that has not been adequately addressed by the person handling your case or their supervising partner, please contact us as soon as possible. We will work with you to resolve the issue promptly.

Our contact details are:

By Post:

SKK Solicitors
18 Lydford Avenue
Slough
SL2 1NL

Phone: 0203 916 6263

Email: office@skksolicitors.com

WHAT WILL HAPPEN NEXT?

  1. We will send you a letter acknowledging receipt of your complaint within five working days of receiving it. This letter will also include a copy of our complaints procedure.
  2. We will then investigate your complaint. This process typically involves referring your complaint to our Principal Solicitor, Mr. Santhosh Kumar Karuvari, who will review your case file and speak to the relevant member of staff who handled your matter.
  3. Santhosh Kumar Karuvari will invite you to a meeting within fourteen days of sending the acknowledgment letter to discuss and, we hope, resolve your complaint.
  4. Within three days of the meeting, Mr. Santhosh Kumar Karuvari will send you a written summary of what occurred during the meeting and any solutions that have been agreed upon.
  5. If you are unwilling to meet or if a meeting is not feasible, Mr. Santhosh Kumar Karuvari will send you a detailed written response to your complaint, outlining potential solutions, within twenty days of the acknowledgment letter.
  6. If you remain unsatisfied with our response, you should contact us again to explain why. We will review your concerns and, if necessary, arrange a further review of the decision.
  7. Within fourteen days of receiving your request for a review, we will confirm our final position on your complaint in writing and explain our reasoning.
  8. Should we need to amend any of the above timeframes, we will notify you and explain the reasons for the change.
  9. If you are still dissatisfied with how we have handled your complaint, or with the firm’s bill, you may contact the Legal Ombudsman for further consideration. Before submitting a complaint to the Legal Ombudsman, you must first give us an opportunity to address the issue. We have eight weeks to deal with your complaint. If after this period you are not satisfied, you may approach the Legal Ombudsman.
  10. As of 1 April 2023, the time limits for submitting a complaint to the Legal Ombudsman have changed. You may submit your complaint to the Legal Ombudsman within six months of receiving our final written response to your complaint, or within six years of the incident you are complaining about (or three years from when you reasonably should have become aware of it).
  11. Legal Ombudsman Contact Details: