Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service that we are providing for you then you please 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 complaints. If you would like to make a formal complaint, then please write or email our Senior Partner, Robert Kyriakides, with your complaint.

Making a complaint will not affect in any way how we deal with your case.

This is our complaints procedure:-

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint.
  3. We will then write to you with our findings within 21 days of sending you the acknowledgement letter.   However, if the complaint is complicated further time may be needed. If so, we shall write and tell you and set another time limit.
  4. If you do not want a meeting or it is not possible, we shall send you a detailed written reply to your complaint, including our suggestions for resolving the complaint.
  5. Within three days of any meeting, we shall write to you (by letter or email) to confirm what took place and any solutions we have agreed with you.
  6. If you are still not satisfied, you should contact us again and we will arrange for another member of the firm unconnected with the matter at the firm to review our decision.  In some cases, an appropriate alternative at this stage might be mediation to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, setting out our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can contact the Legal Ombudsman.

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:

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

and

  • No more than six years from the date of matter complained of; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

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.

Further help

If you require further assistance, please contact the Professional Ethics helpline.

 

Tell us how we can help you

Please use the form below to provide details of your requirements. A member of our team will respond to you as soon as possible.

Alternatively, call us now on 020 7637 3289 or email enquiries@kblaw.co.uk

Copyright © 2020 Kyriakides & Braier
Kyriakides & Braier is regulated by
the Solicitors Regulation Authority (ID Number 54304).
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