Client Complaint Policy

How to raise a complaint

We are committed to delivering high-quality legal advice and excellent client care. If you are dissatisfied with any aspect of our service or a bill you have received, please contact Teyba Seyed by email at info@balaghi-rose.com or by post at:

Our response

We follow a formal, written complaints procedure. We do not charge for handling a complaint.

We will consider your complaint promptly and aim to resolve it within eight weeks. If we cannot resolve your complaint within this time, you may escalate it to the Legal Ombudsman.

The Legal Ombudsman

If you remain dissatisfied with how we handled your complaint, you may ask the Legal Ombudsman to review it. Contact details:

Time limits

You should normally refer your complaint to the Legal Ombudsman within one year of the act or omission you are complaining about, or within one year of when you should reasonably have known there was cause for complaint. You must also normally refer it within six months of receiving our final written response. The Legal Ombudsman may extend these time limits where it considers it fair and reasonable to do so.

Eligibility

The Legal Ombudsman can consider complaints from individuals and certain small organisations, subject to its eligibility rules. You can check eligibility directly with the Legal Ombudsman. All clients can raise concerns with us about our service or bills.

Reporting concerns to the SRA

If you have concerns about our conduct or professional conduct, you may report these to the Solicitors Regulation Authority (SRA). Information is available at https://www.sra.org.uk/consumers/problems/report-solicitor/. Please note, the SRA does not handle complaints about poor service.