Complaints Procedure
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At York Solicitors, we are dedicated to delivering high-quality legal services to all our clients. If something goes wrong, we encourage you to let us know. Your feedback helps us maintain and improve our standards.
From the moment we review your case, we work closely with you to determine the most appropriate visa category for your situation. Our skilled lawyers are with you every step of the way, from initial planning and advice to application submissions and updates throughout the process. With a client-focused approach, we take the time to understand your goals and strive to achieve the best possible outcome.
How its works
If you have a complaint, please first write to the case worker providing the details of your concern. If you are not happy to take up your complaint with your case worker, please write to Mrs Deepika Dias on deepika@yorksolicitor.co.uk.
Next Steps
- Acknowledgement of Complaint :
Within 10 working days of receiving your complaint, we will send you a letter acknowledging it, usually by email . This letter will ask you to confirm or clarify the details of your complaint.
We will inform you of the person handling your complaint and provide contact details for the Legal Ombudsman.
- Registration of your Complaint :
Within 5 working days of receiving your complaint, we will open a file for your complaint and record it in our central register.
- Investigation of Your Complaint and Our Response:
The designated complaints handler will investigate your complaint, which may involve reviewing your file and discussing the matter with the individual who acted for you.
We aim to complete this investigation within 10 working days of either acknowledging your complaint or receiving additional details from you.
During the investigation process, we may ask you to attend our office. Please note you have right to not to attend office but continue communication through phone or email.
We will deliver the outcome of investigation and reply to your complaint by email or post.
Further Review (If Dissatisfied):
If you remain dissatisfied, you can notify us. In some cases, we may arrange for your file to be reviewed externally, either by another firm of solicitors or a specialist with relevant expertise.
This process may take 20-30 working days or longer, depending on the complexity of the issues involved.
Final Decision:
We will inform you of the outcome of the external review within 10 working days of its conclusion. We will then write to you with the firm’s final position on your complaint, taking into account the findings of the external investigator.
Escalation to the Legal Ombudsman:
If you are still dissatisfied with our decision, you may contact the Legal Ombudsman:
- Address: PO Box 6167, Slough SL1 0EH
- Telephone: 0300 555 0333
- Email: enquiries@legalombudsman.org.uk
- Website: www.legalombudsman.org.uk
Timeline for Complaints 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
Notes to Remember
Our timescales are guidelines and may change depending on the circumstances. If any adjustments are necessary, we will notify you and explain the reasons. However, please be mindful of the Legal Ombudsman’s time limits detailed above.
THE SOLICITORS REGULATION AUTHORITY
The Solicitors Regulation Authority can help you if you are concerned about our service . 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. You can raise your concerns with the Solicitors Regulation Authority.
The contact details are below.
- Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or DX 720293 BIRMINGHAM 47.
- Telephone: 0370 606 2555 inside the UK or +44(0)121 329 6800 from overseas
- Email: report@sra.org.uk
- Web: https://www.sra.org.uk/consumers/problems/report-solicitor#how-report-sra
ALTERNATIVE DISPUTE RESOLUTION SCHEMES
Alternative complaints bodies such as the Ombudsman Services, ProMediate and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm agrees on this .