Complaints Procedure

Squares Law is authorised and regulated by the Solicitors Regulation Authority (SRA). We always strive to provide our clients with high-quality legal advice and client care by offering efficient and effective legal services, transparent billing, and fair pricing. However, if you would like to discuss how the service to you could be improved, the level of your bill, or should there be any aspect of our service with which you are not satisfied, please get in touch with our principal on:

  • Tel: 02073320000 or
  • Email: info@squareslaw.com or
  • By post: Squares Law, 3 More London, SE1 2RE

 

Step One: Acknowledging your Complaint

Within two working days of receiving your complaint, your complaint will be recorded in our Complaints Register and a separate file will be opened in which we will store any correspondence and other documents relating to your complaint. Within two working days we will also send you a letter acknowledging your complaint.

 

Step Two: Investigating your Complaint

Within five working days of receiving your complaint, we will review your file(s) and any other relevant documentation and send you a letter telling you how we propose to deal with your complaint. Examples of what we might say in this letter are as follows:

  • If your complaint is straightforward, we might make suggestions as to how we can put things right or we may offer you some form of redress;
  • If your complaint is more complicated, we might ask you to confirm, explain or clarify any issues;
  • We may ask to meet with you to discuss things face-to-face and we would hope to be in a position to meet with you no longer than fourteen working days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write to you fully setting out our views on the situation and making suggestions as to how we can put things right, or asking you to confirm, explain or clarify any issues. Within three working days of any meeting, we will write to you again to confirm what took place and to confirm any offer of redress that we have made.

Whichever form our investigation takes, we will aim to give you our final decision within six weeks of receiving your complaint (or sooner if possible).

 

The Legal Ombudsman

 

If we are unable to resolve your complaint, you can have it independently reviewed by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within 6 months of receiving a final written response to your complaint and
  • Within 6 years from the date of act/omission; or
  • Within 3 years from when you should reasonably have known there was cause for complaint.

You can contact the Legal Ombudsman by:

 

 

Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

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

Telephone:         0370 606 2555

Email:                report@sra.org.uk

Website:           www.sra.org.uk