We are committed to providing a high-quality legal service to all our clients. We want to give you the best possible service. When something goes wrong, we need you to tell us about it. It is only by dealing with complaints promptly and efficiently that can help us to improve and maintain our standards.

Complaints Procedure

If you have a complaint about our service or a bill that we have rendered, or interest rates, please contact us in writing with the details.

We would like to attempt to resolve the complaint initially with the case handler so in the first instance complaints should be sent by email to asif.yaqoob@tennysonmonroe.co.uk. The complaint will be logged and passed onto the case handler.

What will happen next?

The case handler will send you a letter acknowledging receipt of your complaint within three working days of us receiving the complaint, enclosing a copy of this procedure.
The case handler will then investigate your complaint. The investigation stage can take up to twenty working days.
The case handler may at their sole discretion invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within two working days of completing our investigation.
Within three working days of the meeting, the case handler will write to you to confirm what took place and any solutions they have agreed with you.
If you do not want a meeting or a meeting does not take place, The case handler will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within five working days.
At this stage, if you are still not satisfied, you should contact us in writing with detailed reasons why you are not satisfied, and we will arrange for the supervising partner or manager of the case handler to review the decision.
We will write to you within ten working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will let you know and explain why.

If you are still not satisfied, you can then contact the Legal Ombudsman at:

PO Box 6806
Wolverhampton
WV1 9WJ
Tel: 0300 555 0333 between 9.00 to 17.00
Email: enquiries@legalombudsman.org.uk

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:

Within six months of receiving a final response to your complaint
and
Not later than one year from the date:
- of the act or omission being complained about; or
- when the complainant should have realised that there was cause for complaint

What to do if you are concerned about our behaviour

The Solicitors Regulation Authority can help you 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 raise your concerns with the Solicitors Regulation Authority.