A.Y. Sovereign Solicitors Limited is committed to high quality legal advice and client care.
At any stage if you are unhappy about our representation, advice or even about our bill, we will be happy to discuss the matter with you. We will try to resolve your concern promptly, fairly and effectively. We will not charge you for the time spent on resolving your concerns as we believe that this will help us to improve our standards.
If you have a complaint, we will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to the Solicitor / Fee Earner who has the conduct of your case. The Solicitor / Consultant who has conduct of your case will acknowledge receipt of your complaint within 3 working days of receipt of your complaint.
The Solicitor / Consultant will investigate your complaint and will keep one of the Partners apprised of the complaint that you have raised. If your complaint is against one of the Partners, the other Partner (not subject to the complaint) will oversee the Complaint.
The person dealing with your complaint will then contact you in order to discuss your complaint. If necessary, we will invite you to a meeting to discuss and hopefully resolve your complaint. We will do so within 14 days of sending you the acknowledgement letter.
We will then send you a detailed written reply to your complaint, including our suggestions for resolving the matter (or any solutions that has been has agreed with you) and this will be done within 21 days of sending you the acknowledgement letter.
If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman (LeO) at PO BOX at Legal Ombudsman, PO Box 6167, Slough, SL1 0EH about your complaint. You can also e-mail the Legal Ombudsman (LeO) at enquiries@legalombudsman.org.uk or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas to consider the complaint. Please note that it is not everybody that is eligible to make complaint through Legal Ombudsman, however individuals are eligible. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk. Any complaint to the Legal Ombudsman (LeO) must usually be made within six months of the date of our final decision on your complaint. You may obtain a copy of our firm’s Complaints Procedure from our office.