Complaints Procedure

What if I am not happy about the service I get?

Our aim is to offer an efficient and effective service and it is hoped that you will be pleased with the work we do for you.

We are mindful however that occasionally a situation may arise where you may feel unhappy with an aspect of our service. The client should always be advised at the outset of their right to raise a complaint. Advice about a complaint is as follows:

  1. If a client is unhappy with any aspect of the service provided, a complaint should be raised with Mr. Kataria who is the principal of the practice and also the person with whom the duty lies to investigate any expression of dissatisfaction with our service or other concerns you may have. The client shall set out his complaint in writing and send it to Mr. Kataria, Kataria Solicitors, 234 Grove Lane, Handsworth. Birmingham. B20 2EY or by email to Katariasolicitors@gmail.com.
  2. We will then send you a letter acknowledging receipt of your complaint within 14 days of us receiving the complaint (unless in exceptional circumstances) and the acknowledgement should advise of the date by which they should receive a considered response. Unless otherwise advised the firm will seek to resolve the dispute within 10 weeks of the receipt of the letter.
  3. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mr. Kataria who will review your matter file. He will respond in writing to the letter of complaint setting out the conclusions and any action necessary.
  4. The client is asked to respond within 14 days of receipt of this letter, confirming that he/she is satisfied or otherwise. If no response is received the matter will be deemed to have been concluded.
  5. If the client remains unsatisfied he/she should advise Mr. Kataria who will arrange a suitable appointment to meet with the client and discuss the reasons why the client remains unsatisfied.
  6. Within five days of the meeting, Mr. Kataria will write to the client to confirm what took place and any solutions he has agreed. If you do not want a meeting or it is not possible, Mr. Kataria will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending the client the acknowledgement letter. This will conclude the firm’s internal complaints procedure.
  7. What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving our final response to your complaint

and

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

For more information contact the Legal Ombudsman:-

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

  1. 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.

When reporting, please set out your concerns clearly, identify individuals you consider responsible, attach any evidence you have in support.

You can raise your concerns with the Solicitors Regulation Authority whose address and contact details are as follows:-

The Cube

199 Wharfside Street

Birmingham

B1 1RN

Tel: 0370 606 2555

Website: www.sra.org.uk