Complaints

At our organisation, all clients will be given information about what to do if they have a problem with the service provided or any other aspects of the organisation. This is also in keeping with Solicitor Regulation Authority rule 2, which was replaced on the 6th of October 2011 by the SRA Code of Conduct 2011, the Solicitors Regulation Authority (SRA) Standards and Regulations replaced the SRA Handbook from 25th November 2019

If for any reason you are not satisfied with the service which you receive and remain unhappy after discussing it with the lawyer dealing with your case, you can raise the matter with Stacey Jarrett, who is the complaints handler of Nathanking Solicitors. 

It may help if you put your complaint in writing, explaining what action you would like us to take and keeping a copy yourself, though this is entirely up to you.  Your complaint will be considered, and we will confirm in writing what Nathanking Solicitors will do about it. This will be at no extra cost to you.

The Legal Ombudsman 

If, after complaining to Stacey Jarrett, you have not received a response within 8-weeks or are not satisfied with the final response, you may complain to the Legal Ombudsman, which is a free and independent service and has formal powers to resolve complaints about lawyers. 

You may contact the Ombudsman by post to Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ, by telephone on 0300 555 0333 (+44 121 245 3050 if calling from overseas or minicom on 0300 555 1777) and by e-mail at enquiries@legalombudsman.org.uk. Do not send original documents to the Ombudsman as they will scan any documents to make computer copies and then destroy the originals. 

If you wish to complain to the Ombudsman, you should do so within 6-months of receiving Nathanking Solicitor’s final response to your complaint and no later than one-year from when the problem you are complaining about happened, or one-year from when you found out about the problem. The Ombudsman’s web-site at www.legalombudsman.org,uk has information about how a client can complain to their lawyer and the Ombudsman. 

Please note that changes took effect form 1st April 2023 and more details can be found here https://www.legalombudsman.org.uk/media/xfrfzben/guidance-scheme-rules-april-2023.pd