Complaints Information

Making a complaint

If you have any concerns or complaint, please first discuss these with your fee earner who has day-to-day control of your matter. Your fee earner’s name is stated in the Client Care Letter which is sent to you on the commencement of your instructions.

If your fee earner is unable to satisfactorily resolve your concerns and you still wish to pursue your complaint, please contact our Senior Solicitor/ Director, Mr Balwant Singh through one of the following:

1. Email: balwant@hsbslaw.com; or
2. Contact number: 01753 47 5400; or
3. Post: Hsbs Law Solicitors & Notary Public, 50 Farnham Road, Slough, SL1 3TA

If Mr Balwant Singh is unavailable for any reason, for example, if he is away from the office for a week or more on the date that the complaint is received, the complaint will be dealt with in his absence by Mr Harbans Singh, Director/ Senior Solicitor.

The Procedure

1. Within 7 days of receiving your complaint, we will acknowledge receipt of your complaint and send you a letter setting out our understanding of your complaint and requesting any further clarifications,
2. Your complaint will be recorded in our Complaints Register which will store any correspondence and other documents relating to your complaint (for monitoring, training and management information purposes).
3. We will then start investigating your complaint and provide you with a detailed written response to your complaint.
4. We may also provide you with our suggestions in order to resolve your complaint
5. At this stage if you are still not satisfied, please let us know. We will then arrange to review our decision within 14 days.
6. You may then be invited to meet our Senior Solicitor/ Director to discuss and hopefully resolve your complaint
7. We will then write to you confirming our final position on your complaint and explaining our reasons.  We will always do this within 8 weeks of receiving your complaint, unless there are exceptional reasons due to which we cannot.
8. If you remain unsatisfied with our final decision then please inform us accordingly and we will aim to review our decision. We will then inform you of our final decision within 7 days of receiving your appeal.

Complaining to the Legal Ombudsman

If you remain unsatisfied with our handling of your complaint, you may take your complaint to the Legal Ombudsman. The Legal Ombudsman will consider your complaint independently and it will not affect how we handle your case.

Please be informed that the Legal Ombudsman will generally check that you have attempted to resolve your complaint with us first before accepting your complaint for investigation.

You can contact the Legal Ombudsman via one of the following:

1. Website: legalombudsman.org.uk; or
2. Email: enquiries@legalombudsman.org.uk; or
3. Contact number: 03005550333; or
4. Post on: Legal Ombudsman, P.O Box 6806, Wolverhampton, WV1 9WJ

Please be informed that you will need to bring your complaint to the Legal Ombudsman within six months of receiving a final written response to your complaint and no more than six years from the date of act/omission or no more than three years from when you should reasonably have known there was cause for complaint.

Complaining to the Solicitors Regulation Authority

You may complain to the Solicitors Regulation Authority 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.

You can visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.