Complaint Resolution Process February 2024

At Gulbenkian Andonian Solicitors, we pride ourselves on delivering superior legal services to all our clients.

If you experience any issues, it’s important for us to hear about them so we can address the situation and improve our service continuously.

Our Three-Tier Complaint Resolution Procedure is designed to thoroughly investigate your concerns and achieve a satisfactory resolution. 

Here’s how it works:

Stage 1: Direct Communication: Please express your concerns in writing directly to the legal professional (solicitor, paralegal, legal officer, caseworker, advocate, etc.) managing your case. This can be done through email or letter, with the subject line labelled “Complaint.” Clearly outline the specifics of your dissatisfaction and the resolution you are seeking.

The responsible legal professional will review your complaint and issue a response within a maximum of 14 days. The timeline may vary based on the urgency and complexity of the issue. If additional information is required from you, this might extend the response time, and you will be informed accordingly. Upon reviewing, they will either uphold your complaint and suggest a resolution, which may include the solution you proposed or an alternative action plan.

Stage 2: Peer Review Should you be dissatisfied with the initial outcome, you may escalate your complaint to a Peer Review by writing “Stage 2 Complaint” in the subject line and sending it to your legal professional within 14 days of their decision. Please detail why you believe the decision or outcome was incorrect.

Your case will then be referred to another lawyer within our firm who has no prior involvement in your case for an unbiased review. They may contact you if they need further information and will provide a response to your escalated complaint within 10 days.

Stage 3: Management Escalation If the peer review does not resolve your concerns, you have the option to escalate the matter further to our firm’s Management, typically involving the Managing Partner. You must submit your reasons for dissatisfaction with the peer’s decision within 14 days after receiving it.

The Management will review your complaint and contact you, usually within six weeks unless specific circumstances extend this period. They aim to deliver a final decision as swiftly as possible and will inform you of the associated timelines.

Additional Considerations At any stage of the complaint process, we may invite you to a meeting to discuss your concerns in detail to ensure a comprehensive understanding and response.

External Review Options If our final resolution does not meet your expectations, you have the right to contact the Legal Ombudsman, who can review your complaint if submitted within six months of our final response. Moreover, for certain complaint types, you may approach the Solicitors Regulation Authority (SRA).

We are dedicated to resolving any issues swiftly and to your satisfaction.