Complaints Process
Our aim is to provide an excellent service at all times and to consistently exceed the expectations of our clients. However, in the event that you do have a complaint, we would like to make it as straightforward as possible for you to contact us and we will endeavour to investigate and put things right as quickly and effectively as possible. To this end, we would ask you to provide us with the details of your complaint in one of the following ways:
Email: Please email us at info@arlingsworth.com
In writing: Please address your letter to: Rahil Chaudhari (Director) Arlingsworth Solicitors, 145 Islingword Road, Brighton, BN2 9SH
Please provide the following information: your name and address, the nature of your complaint and whom the complaint is regarding.
If you have any special requirements or need any assistance please let us know.
Our commitment to you:
- We will acknowledge receipt of your complaint.
- We will aim to respond to your complaint within 8 weeks.
- Our reply will set out:
- The nature and scope of the investigation;
- The conclusion on each complaint and the basis for the conclusion; and
- If you are justified in your complaint, our proposals for resolving the complaint.
- Your recourse in the event that you are not satisfied with the responses that you have received.
We make a written record of any complaint. We review the record of complaints regularly with a view to making any necessary changes to improve the service we provide.
It is our aim to make our complaints handling reasonable, fair and proportionate, and to be accessible and responsive to your needs.
Confidentiality: All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is absolutely necessary/required by law.
Legal Ombudsman Scheme
If having exhausted our own internal complaint handling procedure you are still not satisfied with our final response to your complaint, you can have the complaint independently looked at by the Legal Ombudsman, who investigates complaints about service issues with lawyers.
A complaint to the Legal Ombudsman must be made:
- Within six months of receiving our final response to your complaint
And
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
Further information about the Legal Ombudsman Scheme (including who may submit a complaint, the types of complaint that can be considered, the timescales within which a complaint must be submitted, and the procedures that might be used if a complaint is accepted) is published on the Legal Ombudsman’s website: www.legalombudsman.org.uk
The Legal Ombudsman can be contacted by:
- Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH
- Email: enquiries@legalombudsman.org.uk
- Telephone: 0300 555 0333
Report/Complaints to the SRA
A complaint or report can also be made to our regulator (the Solicitors Regulation Authority) in certain circumstances. For further information, please visit: https://www.sra.org.uk/consumers/problems/report-solicitor/