At Everest Law Solicitors, we are committed to providing a high standard of legal advice and client care. We value feedback from our clients and take any concerns about our service seriously.
If you are dissatisfied with any aspect of our service, we encourage you to let us know as soon as possible. We will investigate your concerns promptly, fairly, and in accordance with our complaints procedure, with the aim of resolving the matter efficiently and amicably.
We strive to handle all complaints professionally and transparently. Raising a complaint will not affect the way we handle your matter, and we are committed to ensuring that your concerns are given careful consideration.
Details of our complaints procedure, including how to make a complaint and the timescales involved, are set out below. If, at the conclusion of our complaints process, you remain dissatisfied with our response, you may have the right to refer your complaint to the Legal Ombudsman or, where appropriate, the Solicitors Regulation Authority (SRA).
We are always keen to improve our services, and your feedback helps us achieve this goal.
How to Make a Complaint
If you are dissatisfied with any aspect of our service, please complete the Online Complaint Form below. Providing as much detail as possible will help us investigate your concerns promptly and thoroughly.
When submitting your complaint, please include:
- Your full name and contact details
- Your file reference number (if known)
- The name of the person handling your matter (if known)
- A clear description of your complaint
- Details of how you would like the matter to be resolved
If you are unable to complete the online form, you may also submit your complaint by email or post:
Download Complaint Form
Complaints Manager
Everest Law Solicitors
210 Northfields Avenue
London
W13 9SJ
Email: info@everestlawsolicitors.co.uk
Telephone: 020 8840 3745
How We Will Handle You Complaint
Once we receive your complaint:
- We will acknowledge receipt of your complaint within 2 working days.
- Your complaint will be reviewed by a senior member of the firm who has not been directly involved in the matter, wherever possible.
- We will investigate the issues raised, including reviewing the relevant file and speaking with those involved in your matter.
- We will keep you informed of the progress of our investigation.
- We will not charge you for making a complaint or for investigating your concerns.
- We will provide you with a detailed written response setting out our findings and, where appropriate, any proposed resolution.
We aim to complete our investigation and provide you with a detailed written response within 28 days of acknowledging your complaint.
If we are unable to conclude our investigation within that timescale, we will explain why and provide an updated timetable for our response.
How We May Resolve Your Complaint
If our investigation identifies that our service has fallen below the standard you were entitled to expect, we will take appropriate stepts to put matters right.
Depending on the circumstances, this may include:
- An apology;
- A clear explanation of what happened;
- Take corrective action where possible;
- Reviewing or reducing fees;
- Other appropriate remedial measures.
If, following our investigation, we do not uphold our complaint, we will explain our findings and the reasons for our decision clearly and fully.
Complaints About Fees
If your complaints relate to a bill we have issued, we will investigate those concerns as part of our complaints process.
You may also have certain rights in relation to the assessment of legal costs under the Solicitors Act 1974. Further information regarding costs and any applicable rights will be set out in our Terms of Business and Client Care documentation.
Complaints About Data Protection
Where a complaint concerns the processing or handling of personal data, it will be investigated by our Compliance Officer for Legal Practice (COLP) and dealt with under this Complaints Procedure.
Legal Ombudsman
If you remain dissatisfied after we have completed our complaints process, you may be entitled to refer your complaints to the Legal Ombudsman, an independent body establisehd to resolve complaints about legal services.
Before the Legal Ombudsman will investigate a complaint, they will normally expect you to have givne us the opportunity to resolve the matter through or internal complaints procedure.
Time Limits
The Legal Ombudsman will normally accept complaints that are referred:
- Within six months of our final written response to your complaint; and
- No later than one year from the date of the act or omission being complained about; or
- No later than one year from the dat your should reasonable have become aware that there was cause for complaint.
Contact Details
Legal Obudsman PO Box 6167, Slough, SL1 0EH
Website: www.legalombudsmand.org.uk
Email: enquiries@legalombudsmand.org.uk
Telephone: 0300 555 0333
Overseas: +44 121 245 3050
Solicitors Regulation Authortiy (SRA)
The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales.
If you are concerned about a solicitor’s conduct, ethics, integrity, dishonesty, misuse of client money, discrimination, or other serious breaches of professional standards, you may report your concerns directly to the SRA. The SRA deals with regulatory and disciplinary matters rather than complaints about the quality of service provided.
For Further Information
Website: www.sra.org.uk
Report a Concern: www.sra.org.uk/consumers/problems/report-solicitor