Complaints

We are confident of providing a high-quality service in all respects.  If, however, you have any queries or concerns about our work for you, please review the notes below.

Complaints

How to complain

In the first instance, please raise your concern with the fee earner who undertook the work.  If that does not resolve the problem to your satisfaction, then please contact John Statham (by letter or email) who is this firm’s client care partner:

John Statham,  Statham Gill Davies, 38 Wigmore Street, London, W1U 2RU.

Email:                     John.Statham@sgdlaw.com

Telephone:            0207 317 3210

If, for any reason, you would prefer that someone other than John Statham handled your complaint, please contact Kaz Gill at the same address and telephone number as above.

Complaint format

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details.
  • what you think we have done wrong.
  • what you hope to achieve as a result of your complaint.
How we deal with your complaint
  • We will aim to write to you within 7 working days acknowledging your complaint.
  • We will investigate your complaint by reviewing your files and other relevant documents, and speaking with the person who dealt with your matter.
  • We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
  • We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
  • We will update you on the progress of your complaint at appropriate times.
  • We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this within 28 days of the date of our letter of acknowledgement.
  • If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter.
The Legal Ombudsman

If, after we have completed our internal complaints process, you are still unhappy, you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman by:

  • Post:                   PO Box 6167, Slough, SL1 0EH
  • Email:                  enquiries@legalombudsman.org.uk, or
  • Telephone:          0300 555 0333

You must usually refer your complaint within six months of our final written response to your complaint and within one year of the act or omission about which you are complaining occurring (or within one year of when you should reasonably have known there was cause for complaint). Further details are available at: legalombudsman.org.uk.

Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about the behaviour of one of our solicitors.  This would relate to concerns about dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise these types of concerns with the Solicitors Regulation Authority.

Get in touch

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