Complaints Procedure
We aim to provide a clear, professional service. If something has gone wrong, please tell us so that we can investigate and respond properly.
How to raise a complaint
Please put your complaint in writing where possible and include your name, matter reference if you have one, what has happened, and what outcome you are seeking.
You can email admin@nalawsolicitors.co.uk, call 0203 524 5439, or write to NA Law Solicitors, 8 Kew Bridge Road, Brentford TW8 0FD.
What happens next
We will acknowledge your complaint, review the file and consider the issues raised. We may ask you for further information if that is needed to investigate fairly.
We aim to provide a substantive response within eight weeks of receiving the complaint. If more time is needed, we will explain why.
Legal Ombudsman
If we have not resolved your complaint within eight weeks, or you are not satisfied with our final response, you may be able to complain to the Legal Ombudsman. The Legal Ombudsman is independent and deals with complaints about legal service providers.
You can find current information, contact details and time limits at legalombudsman.org.uk/make-a-complaint.
In many cases, a complaint to the Legal Ombudsman must be made within six months of our final written response. Other time limits may also apply, so please check the Legal Ombudsman website promptly.
Solicitors Regulation Authority
The Solicitors Regulation Authority deals with concerns about professional conduct and regulatory breaches. If your concern is about dishonesty, misuse of money, discrimination or other serious misconduct, you can find current reporting information at sra.org.uk/consumers/problems/report-solicitor.
Speak to NA Law Solicitors
NA Law Solicitors is authorised and regulated by the Solicitors Regulation Authority. SRA No. 645049.