Complaints

At Rita Sen Solicitors we take our obligation to provide high quality legal services very seriously. We always endeavour to get things right first time. However, we also acknowledge that we are human and there will be times when things will not have gone exactly as hoped. We also listen to our Clients which is why we often ask them to complete survey forms, detailing their experiences in dealing with our Practice.

If, at any time, you have any concerns with regard to the way in which your matter is being dealt with please approach the person dealing with your case at the earliest opportunity. Please do not be shy about making your views known; problems that are raised at an early stage are usually dealt with far more easily than those that have been allowed to fester.

If you remain unhappy then please contact Rita Sen who will do everything she can to help you. It is helpful to her if you are able to set out your concerns in writing, either in a traditional letter or an email, but if you should find it easier to contact her in another way then you should not hesitate to do so.

Once Rita is aware of your concerns she will need to investigate the matter. As soon as she is involved she will write to you, providing full details of our Complaints Procedure, including a timetable in which you may expect to receive a substantive response to your complaint. Please be assured that Rita will deal with any complaint in an open, frank way. As with any matter in which the Practice is concerned, Rita will try to explain matters as plainly she can, but if there is anything that you do not understand then you should ask for clarification. Rita will be happy to provide it.

In cases where complaints cannot be resolved to the Client’s satisfaction through the Practice’s internal Complaints Procedure a Client always has the right to bring the matter to the attention of the Legal Ombudsman. The Legal Ombudsman is the independent Complaints Handler who covers the Legal Profession and details of this scheme may be found at http://www.legalombudsman.org.uk/

Rita can be reached by email at rs@ritasen.co.uk.

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