Complaints Procedure
If you have concerns about our conduct or believe we have breached regulatory principles, please contact the Solicitors Regulatory Authority (SRA) via [SRA Website]
(https://www.sra.org.uk/consumers/problems/report-solicitor).
Making A Complaint
If you are dissatisfied with our service or have a complaint regarding an invoice, please initially contact the partner or consultant overseeing your matter. We strive to resolve any issues promptly.
If your concerns persist after this initial contact, you may escalate your complaint to Gunea Luthra, Director at Gurve Legal. You can reach her directly via email at gunea@gurvelegal.com.
Gunea Luthra ensures complaints are managed effectively in accordance with this procedure. This process also applies to prospective clients whom we have declined service or persistently offered unwanted service, provided evidence shows unreasonable grounds for our decisions.
We maintain a detailed register of all complaints, recording essential details and finalising entries upon resolution.
Please note, effective from April 1st, 2023, complaints must be referred to the Legal Ombudsman within six months from our final written response and within one year from the incident or when reasonable cause for complaint was identified. The Legal Ombudsman may exercise discretion to accept complaints outside these timeframes under exceptional circumstances.
1. We acknowledge receipt of your complaint within seven days.
2. A thorough investigation and independent review follow promptly.
3. Our aim is to provide a comprehensive response within 28 days. For complex matters, we communicate an anticipated resolution timeline.
4. We respond in writing, outlining our stance on the complaint and proposed resolution to achieve your satisfaction. Remedies may include fee adjustments, compensation, or gestures of goodwill.
5. If you remain dissatisfied, you may request a review by another impartial lawyer within our firm. We commit to communicating our final decision within 14 days of your request.
6. Unresolved complaints may be escalated to the Legal Ombudsman within their specified timeframes.
7. We maintain central records and report on all complaints received.
Legal Ombudsman
The Legal Ombudsman is an independent body established under the Legal Services Act 2007 to handle complaints against solicitors.
The Legal Ombudsman investigates complaints by consumers and very small businesses. Some clients may not have the right to complain to the Legal Ombudsman, such as charities or clubs with an annual income exceeding £1 million, trustees of trusts with asset values exceeding £1 million, and most businesses (unless classified as micro-enterprises). This does not prevent you from making a complaint directly to us regarding the service received or invoices.
Before considering a complaint, the Legal Ombudsman generally requires exhaustion of the firm’s internal complaints procedure. If satisfied with our proposed resolution, the Legal Ombudsman may decline further investigation.
Legal Ombudsman Contact Details:
Address: PO Box 6167, SLOUGH, SL1 0EH
Telephone: 0300 555 0333
Website: [www.legalombudsman.org.uk](http://www.legalombudsman.org.uk)
Email: enquiries@legalombudsman.org.uk