We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can send a letter or email to the attention of Mr Poul John. Making a complaint will not affect how we handle your case.
If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman.
The Legal Ombudsman investigates complaints about service issues with solicitors’ firms. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six mfollows:
Please address any problems or concerns firstly to the person handling your case and they will endeavour to resolve this.
If you remain dissatisfied, please contact the supervisor of the person handling your matter, details of which can be found in your client care letter.
If you are not happy with the response, please contact Mr Poul John at Paul John and Co solicitors, 11 Leytonstone Road,London, E15 1JA or call 02082151205 or email to This email address is being protected from spambots. You need JavaScript enabled to view it. and we will do our utmost to resolve your concern.
At this stage, we will provide a substantive response to you as soon as we have had the opportunity to review the nature of the complaint and in any case within 8 weeks.
If you are not satisfied with the final response and we have been unable to settle you complaint, you will need to bring a complaint to the Legal Ombudsman within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern or within six months of receiving a final written response from us about your complaint.
Alternative complaints bodies such as Ombudsman Services https://www.ombudsman-services.org/ exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
Please note the Legal Ombudsman rules below on time limitations.
The Legal Ombudsman will usually look into complaints if the following apply:
- It happened within one year of the problem happening;
- It happened within one year from when you found out about it;
- You refer your complaint to them within six months of OTS Solicitors’ final response.
You may find the contact details for the Legal Ombudsman below:
This email address is being protected from spambots. You need JavaScript enabled to view it.
Address: Legal Ombudsman,PO Box 6167,Slough,SL1 0EH
Phone contact: 0300 555 0333
Finally, you can take your complaint to our governing and regulatory body, the Solicitors Regulation Authority (SRA), who provide a complaints system in the event that we are unable to resolve your concerns, which includes Alternative Dispute Resolution (ADR)
The SRA will deal with complaints in relation to a breach of the SRA principles and Code of Conduct for Solicitors and Firms and complaints can be made at any point during the transaction.
More information can be found here on how to make a report:
https://www.sra.org.uk/consumers/problems/report-solicitor
