COMPLAINTS
PROCEDURE
GSG Law wish to provide you with the best possible service. We have a continuous drive to improve the service that is provided to our clients and aim to work to the highest standards of our profession.
If at any point you become unhappy or concerned about the service provided to you then you should inform Miss Gonul Guney immediately, so that she can do her best to discuss and resolve the problem and your concerns.
However, should you want to make a formal complaint, please ask us for a copy of our complaint’s procedure. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour.
You can raise your concerns with the Solicitors Regulation Authority.
IF WE CANNOT RESOLVE YOUR COMPLAINT
Should you remain dissatisfied at the conclusion of our complaints procedure you may involve the Legal Ombudsman, an independent body set up to investigate complaints about lawyers.
Legal Ombudsman
We are permitted a period of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint.
Clients are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within 6 months of the client having received a final written response from us about their complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which the client is complaining occurring; or within one year from when the client should have known about or become aware that there were grounds for complaint.
For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6167, Slough, SL1 0EH.
Solicitors Regulation Authority
If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit:
https://www.sra.org.uk/consumers/problems/report-solicitor.page#report
