Complaint Procedure

We hope that you do not have a reason to be dissatisfied with the service provided by Caveat Solicitors. Client satisfaction is a priority for us and we want the service you receive to reflect this.

Where you do find a reason to be unhappy about out services, please refer to the following steps to ensure that your concerns get resolved as soon as possible:

• Please try and speak to the person handling your case, you may wish to put your concerns in writing to this person.
• If you are not happy with the response provided by the person handling your case, you can contact their supervisor. The name of the supervising partner or solicitor will be stated in your initial client care correspondence.
• If your concerns still have not been resolved then you can address your complaint to our Compliance Officer for Legal Practice and Managing Partner, Mrs Rehana Choudhry. You should set out your complaint in writing and this can be sent to :
  
  Caveat Solicitors
  Tek House
  1st Floor
  11-13 Uxbridge Road
  London
  W12 8LH
  
  
• Your complaint will be acknowledged within five working days and we will tell you the timescales for dealing with your complaint, this should be within a few weeks and should never be more than eight weeks.
• In processing your complaint, your files and cases papers will be viewed and where necessary we will speak to the person handling your case and their supervisor.
• We will respond to your complaint within the timescales in writing and may also offer to meet with you to discuss your complaint and resolve it.

What do to if we cannot resolve your complaint

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. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint.

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be not later than:

• one year from the date of the act or omission being complained about; or
• one year from the date when the complainant should have realised that there was cause for complaint.

The Legal Ombudsman will retain the ability to apply Rule 4.7, which allows an Ombudsman to exercise discretion to extend the 1 year time limit for specific customers if, on the evidence, it was fair and reasonable to do so.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box PO Box 6167 Slough SL1 0EH