We take all complaints seriously and deal with them promptly, fairly, openly and effectively.
We are committed to providing all our clients with a high standard of legal service. We recognise that there may be occasions when you are dissatisfied with the service you have received or with our charges.
If something goes wrong, we want to know about it so that we can investigate your concerns, explain what happened and, where appropriate, put matters right.
How to make a complaint
You can raise a complaint in writing, by email, by telephone or in person. You do not have to use a particular form or legal terminology.
Please contact:
Complaints Handler: Md Hafizur Rohman
Firm: City Taylor Solicitors
Address: Boardman House, 64 Broadway, 4th Floor, Stratford, London, E15 1NT
Email: Hafiz@citytaylor.com
Telephone: 02033552011
To help us investigate your complaint, please provide, where possible:
We understand that some clients may need additional assistance to raise or pursue a complaint. Please tell us if you require any reasonable adjustments, communication support or information in an alternative format. Where appropriate, and with your consent, we can communicate with a representative on your behalf.
How we will deal with your complaint
We will acknowledge your complaint in writing within five working days of receiving it, where reasonably practicable.
We will investigate your complaint fairly and impartially. We may contact you if we need further information. We will consider all the issues you raise and the outcome you are seeking.
We aim to provide a substantive written response as soon as reasonably practicable and, in any event, within eight weeks of receiving your complaint.
If we need further time to investigate, we will explain the reason for the delay and keep you informed. Any delay will not remove your right to refer your complaint to the Legal Ombudsman once the applicable requirements have been met.
What to do if we cannot resolve your complaint
If you are not satisfied with our response, please let us know and explain what remainsunresolved. We will consider whether any further review or action is appropriate.
If we cannot resolve your complaint to your satisfaction, or if we have not resolved it within eight weeks of receiving it, you may be entitled to refer your complaint to the Legal Ombudsman, an independent body that investigates complaints about the service provided by legal professionals.
You can contact the Legal Ombudsman using the details below:
Legal Ombudsman
PO Box 6167, Slough SL1 0EH,
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Tel: 0300 555 0333
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. A complaint to the Legal Ombudsman must be made:
What if you are unhappy with our conduct
The Solicitors Regulation Authority can help 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
