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Complaints Policy

Complaints Procedure

SBL Solicitors is committed to providing a high standard of legal service to all clients. However, if at any stage you are dissatisfied with the service you have received, or with any aspect of our charges, you are entitled to raise your concerns with us.

In the first instance, it may be helpful to contact the person dealing with your case to discuss your concerns. We will do our best to resolve any issues at this stage. If you would prefer to make a formal complaint, you can follow the procedure set out below. Please be assured that making a complaint will not affect how we handle your case.

 

Our Complaints Policy

If you have a complaint, please contact:

 

Ms Sharn Deep Birk

Director & Solicitor

SBL Solicitors

Suite 9, The Saturn Centre

Challenge Way

Blackburn

BB1 5QB

 

Telephone: 01254 658 123

Email: [email protected]

 

Please provide as much detail as possible about your concerns so that we can investigate the matter fully.

 

What will happen next

1. Acknowledgment

Within three working days of receiving your complaint, we will send you a written acknowledgment and may ask you to confirm or clarify any details.

2. Investigation

Your complaint will be recorded in our central register and a file opened. We will review your file and any relevant documentation.

3. Initial response / meeting (if appropriate)

If appropriate, we may suggest a meeting to discuss your complaint. We would aim to arrange this within 14 working days of receiving your complaint. If a meeting is not appropriate or cannot be arranged, we will provide a written response setting out our views and any proposed resolution.

4. Follow-up after meeting

Within three working days of any meeting, we will write to you to confirm what was discussed and any agreed next steps.

5. Further review (if required)

If you remain dissatisfied, please let us know. We will review our decision again.

6. Final response

We will write to you within five working days of completing the review, confirming our final position and explaining our reasons.

 

If we are unable to resolve your complaint

If you are not satisfied with our final response, or if your complaint has not been resolved within eight weeks, you may refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent body established to deal with complaints about legal services. They will consider your complaint independently and this will not affect how we handle your matter.

 

Legal Ombudsman

Before the Legal Ombudsman will investigate your complaint, they will usually require that you have first attempted to resolve the matter through our internal complaints procedure.

You may refer your complaint to the Legal Ombudsman if:

  • your complaint has not been resolved within eight weeks; or

  • you are dissatisfied with our final response

 

You must normally refer your complaint:

  • within six months of receiving our final response; and

  • no more than one year from the date of the act or omission; or

  • no more than one year from the date you should reasonably have known there was cause for complaint

 

Eligibility

The Legal Ombudsman generally accepts complaints from:

  • individuals

  • micro-enterprises (fewer than 10 staff and turnover/balance sheet under €2 million)

  • charities with an annual income under £1 million

  • clubs, associations or societies with an annual income under £1 million

  • trustees of trusts with a net asset value under £1 million

  • personal representatives or beneficiaries of estates

 

If you do not fall within these categories, you may still seek redress through alternative means such as mediation, arbitration or the courts.

 

 

Contact details

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

 

Telephone: 0300 555 0333

Email: [email protected]

Website: www.legalombudsman.org.uk

 

Solicitors Regulation Authority (SRA)

The Solicitors Regulation Authority regulates solicitors in England and Wales. The SRA can assist if your concern relates to:

  • dishonesty

  • fraud

  • misuse of client money

  • breaches of professional rules

  • unfair treatment (for example, discrimination)

 

Website: www.sra.org.uk

 

Our commitment

We are committed to responding to concerns promptly, communicating clearly throughout, and resolving complaints fairly and transparently. We welcome feedback as it helps us maintain and improve our standards of service. You are welcome to contact Ms Sharn Deep Birk at any stage to discuss your concerns.​

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