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Complaints Procedure

  1. If at any point you become concerned about our service or an invoice we have provided, you should first contact the person who is working on your matter to discuss your concerns.
  2. If they cannot resolve matters to your satisfaction, please send your written complaint in as much detail as possible by post (addressed to Devonshire House, 582 Honeypot Lane, Stanmore, Middlesex, HA7 1JS) or by email to our director Ronnie ILAN (ronnie@surjjlegal.co.uk). We recommend that letters and emails are properly addressed and that you keep a copy for your records.  It may also be useful for you to tick the relevant box for a delivery receipt for your email, or to post a letter by recorded delivery.
  3. Upon receipt of your complaint, we may suggest a meeting to obtain further details or to discuss matters with you.
  4. We will endeavour to resolve all complaints within eight weeks from when we received your email or letter of written complaint. You may be entitled to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us regarding your complaint.
  5. Complaints to the Legal Ombudsman can be made in the following ways:
    • by form at www.legalombudsman.org.uk;
    • by email at enquiries@legalombudsman.org.uk;
    • by telephone at 0300 555 0333; or
    • by post at PO Box 6806, Wolverhampton WV1 9WJ.

  6. We are regulated by the Solicitors Regulation Authority (SRA), which handles complaints relating to professional misconduct. If you have any concerns about our behaviour, you can raise these with the SRA. You can find out more about the SRA including their contact details on their website: www.sra.org.uk.