Complaints Procedure

Client Care & Complaints Procedure

We want every client to receive first-rate service. If something falls short, please tell us — your feedback helps us raise our standards.

1. When to raise a concern

Complaints about our legal work or our invoice should reach us within 12 months of the matter you are unhappy about

2. Who to contact

Miss Nasreen Karim – Regulatory Partner
Platinum Partnership Solicitors
3 Eldon Place, Bradford, BD1 3AZ, West Yorkshire
nasreen@ppsolicitors.com

3. Our step-by-step process

* All times are measured from the day we receive your complaint (- “Date One”).

4. Review of our decision

If you remain dissatisfied, let us know in writing:

• A different partner will re-examine the file and the original decision – within 10 working days of your request (Date One + 25 working days).
• We will send you our final position, with reasons, within 5 working days after that review (Date One + 30 working days).

Our letter will also explain your right to approach the Legal Ombudsman.

5. Legal Ombudsman

Contact details:
PO Box 6167,
Slough
SL1 0EH
Tel: 0300 555 0333  enquiries@legalombudsman.org.uk

You must bring your complaint to the Ombudsman:

• Within six months of our final response; and
• Within one year of the act/omission you are concerned about, or one year from when you realised there was a problem.

Who can complain?

• Individuals.
• Micro-enterprises (fewer than 10 staff and turnover/balance sheet ≤ €2 million).
• Charities with annual income < £1 million.
• Trustees of trusts with assets < £1 million.
• Personal representatives or residuary beneficiaries of an estate.

6. Solicitors Regulation Authority (SRA)

The SRA deals with breaches of professional principles (e.g. dishonesty). It cannot award compensation or adjust fees.

Solicitors Regulation Authority
The Cube, 199 Wharfside Street,
Birmingham
B1 1RN

www.sra.org.uk/consumers/problems/report-solicitor