Complaints Procedure

Titan Solicitors is committed to providing a high-quality legal service. If a client is dissatisfied with any aspect of our service, including our charges, we encourage them to tell us so that we can seek to resolve the matter.

A complaint is any oral or written expression of dissatisfaction which alleges that the complainant has suffered, or may suffer, financial loss, distress, inconvenience or other detriment.

All complaints must be recorded centrally and referred to Raphael Onyango, Director and Complaints & Client Care Supervisor, who has overall responsibility for complaints handling.

A complaint can be made by telephone, email, post or in person. Making a complaint will not affect how we handle the client's case.

How We Handle Complaints

On receipt of a complaint, we will:

  • acknowledge the complaint promptly and confirm who will be dealing with it;

  • record the complaint in the firm's central complaints record;

  • investigate the complaint fairly and objectively, reviewing the relevant file and speaking to the staff involved where appropriate;

  • keep the complainant informed of the progress of the investigation where necessary; and

  • provide a written final response setting out the outcome of our investigation and any proposed resolution.

We will aim to resolve complaints as quickly as possible. In all cases, we will provide our final response within eight weeks of receiving the complaint.

Complaints are reviewed and analysed to identify any trends, training requirements, risks or changes required to the firm's procedures.

What Happens Next?

If we are unable to resolve a complaint to the client's satisfaction, or we have not provided our final response within eight weeks, the client may be entitled to ask the Legal Ombudsman to consider the complaint.

Generally, the Legal Ombudsman expects a complaint to be referred:

  • within one year of the act or omission being complained about; or

  • within one year of when the complainant should reasonably have known there was cause for complaint; and

  • within six months of receiving our final written response to the complaint.

Legal Ombudsman Contact Details

Legal Ombudsman

PO Box 6167
Slough
SL1 0EH

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

The Legal Ombudsman deals with complaints about the service provided by legal professionals. Concerns about a solicitor's professional conduct or potential breaches of the SRA's regulatory requirements may instead be reported to the Solicitors Regulation Authority (SRA).

Information about reporting concerns to the SRA is available at:

www.sra.org.uk/consumers/problems/report-solicitor/