TSABI Complaints Procedure

We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.

Initial concerns

In most cases, an informal chat with the lawyer responsible for your matter will resolve your concerns.

If it does not, you can formalise your complaint or speak to someone other than the lawyer responsible for your matter. Our complaints Director Manpreet Lalli can record everything you are unhappy about and recommend the best solution for you. You can contact him by email on hello@tsabi.law.

What we need to know

To deal with your complaint correctly, it would be helpful when contacting us if you could provide the following information:

  • Your name, contact details and preferred contact method
  • File reference number
  • Details of your concerns
  • How you would like us to put things right.

What will happen next?

  1. If you telephone us, we will endeavour to resolve the issue in that call.
  2. If you email or write to us, or if your complaint cannot be resolved in a phone call, we will acknowledge receipt of your complaint in writing within 7 days of receiving it.
  3. We will then investigate your complaint. This will normally involve our complaints Director reviewing your file and speaking to the member of staff who acted for you.
  4. Within 14 days of sending you the acknowledgement letter our complaints Director will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, our complaints Director may instead offer you a chance to discuss the matter by telephone.
  5. Within 7 working days of the meeting, or any telephone conversation we have with you instead of a meeting, our complaints Director will write to you to confirm what took place and any solutions we have agreed with you.
  6. In any case we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 28 days of any meeting with you as referred to paragraph 5 above.
  7. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
  8. If we have to change any of the above timescales, we will let you know and explain why.

WHAT TO DO IF YOU ARE UNHAPPY WITH OUR BEHAVIOUR

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website at www.sra.org.uk to see how you can raise your concerns with the Solicitors Regulation Authority.