We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

 

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, please send a letter (to our business address) or email (mail@shanthi-law.com) outlining the basis of your concern(s) addressed to our Complaints Handling Partner, Padmini Senadheera, who will acknowledge receipt of your email or letter within seven days of receipt and carryout an investigation into your concern(s) and provide you with a response (including any remedial actions proposed) within 21 days. Making a complaint will not affect how we handle your case.

 

What to do if we cannot resolve your complaint

 

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:

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- Within six months of receiving a final response to your complaint

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and

 

 - No more than one year from the date of act or omission being complained about; or

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- No more than one year from the date when you should reasonably have known that there was cause for complaint.

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For more information about the Legal Ombudsman contact:  

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www.legalombudsman.org.uk

 

Call: 0300 555 0333 between 9.00 to 17.00.

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Email: enquiries@legalombudsman.org.uk

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Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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What to do if you are unhappy with our behaviour

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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.

 

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. 

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