Complaints Policy

We aim to provide our clients with the best possible service. However, we recognise that from time to time there may be occasions when you feel that the quality or level of service provided falls short of what you could reasonably expect from us.

Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally and as quickly as possible. In the first instance we would expect you to raise any complaint directly with the fee earner. It would help if you provide us with the following information when contacting us:

Your full name and contact details
Your file reference number (if you have details of this)
The nature of your concerns/complaint
How you think we could best resolve your concerns

The more formal procedure outlined below is intended for use by our clients, where informal communication has not resolved your concerns.

This is what you should do:

The complaint should be made either in person, or by fax, letter or email to our Complaints Officer – Vishal Mehta who will acknowledge, in writing within five working days, the receipt of any complaint. If the complaint is about the Complaints Officer, the complaint should be addressed to the Managing Director (marked ‘confidential’). At this, and any subsequent stage, you may be accompanied or supported by a friend, but not a legal representative.

If you have a complaint, contact Vishal Mehta:

By email: vishalmehta@highcrosslaw.co.uk

By post: Highcross Law Solicitors, 26 Allandale Road Leicester LE2 2DA

By fax: 0116 262 1775

This is what we will do:

Our Complaints Officer (or Managing Director) will investigate the circumstances leading to the complaint and will communicate the results of the investigation to you within a reasonable time – normally within 20 working days of the complaint being received. If the complaint is found to be justified, the Complaints Officer (or Managing Director) will agree any necessary further action with you.

We will not charge you for handling your complaint.

In the unlikely event that your concerns cannot be resolved by our Complaints Officer, then you have a right to complain to the Legal Ombudsman at the conclusion of your complaints process.

You have six months to make a 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
when you should reasonably have known that there was cause for complaint.

To make a complaint to the Legal Ombudsman you can contact them via email on enquiries@legalombudsman.org.uk or by telephone on 0300 555 0333.

Other help:
The Solicitors Regulation Authority () may be able to help you with advice if your concerns relate to our behaviour (such as our integrity, or treating you unfairly or discriminately due to a disability or other characteristic)

They can be contacted at:
Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham
B1 1RN

email: report@sra.org.uk

Website: https://www.sra.org.uk/

The Information Commissioner’s Office offer help and advice with concerns relating to data protection issues.

Their contact details are:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow
Cheshire, SK9 5AF

Telephone: 0303 123 1113

Website: https://ico.org.uk/