Complaints Policy

Kang & Co Solicitors Limited is committed to providing every client with a high quality service. We recognise, however, that things can occasionally go wrong, and if they do, we want to know about it so that we can address your concerns and, wherever possible, put things right. This applies equally whether your concern relates to the standard of service you have received or to an invoice we have sent you.

Who to Contact

If you are unhappy with any aspect of our service, please raise this in the first instance with the person dealing with your matter, who will do their best to resolve your concerns informally and as quickly as possible.

If you remain unhappy, or you would prefer to raise your concerns with someone else, you may contact our Managing Director, who has overall responsibility for the handling of complaints at the firm:

Manjinder Singh Kang, Managing Director
Kang & Co Solicitors Limited
Cornwall Buildings, 45 Newhall Street, Birmingham, B3 3QR
Telephone: 0330 818 9843
Email: info@kangandco.co.uk

It will help us to look into your concerns as quickly as possible if you are able to let us have a brief outline of your complaint and the reference number for your matter, where you have one, although this is not essential, and we are happy to discuss your concerns with you regardless.

What Happens Next

We will acknowledge your complaint promptly and let you know who will be looking into it. Depending on the nature of your concerns, your complaint may be investigated internally by a Director or another senior member of our team who has not been directly involved in your matter, or, where we consider this to be appropriate, by an independent third party whom we instruct to review your complaint on our behalf. By instructing us, you consent to us sharing the relevant parts of your file for this purpose, where this becomes necessary. There is no charge to you where your complaint is handled internally.

Once we have completed our investigation, we will write to you with our response, explaining the outcome and, where appropriate, what action we propose to take.

Timeframe

We aim to investigate your complaint and provide you with our final written response within eight weeks of receiving it. If, for any reason, we are unable to do so within this time, we will write to explain why, and let you know when we expect to be in a position to respond.

The Legal Ombudsman

If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you first raised your complaint with us, you may refer your complaint to the Legal Ombudsman, who provide a free and independent complaints service for clients of legal service providers.

You will usually need to refer your complaint to the Legal Ombudsman within six months of the date of our final written response. The Legal Ombudsman also applies a separate time limit running from the date of the act or omission you are complaining about, or from the date you should reasonably have known there was cause for complaint, which is normally one year. We would therefore encourage you not to delay in raising any concerns with us.

Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

The Solicitors Regulation Authority

The Legal Ombudsman deals with concerns about the standard of service you have received. If, instead, your concern relates to our professional conduct, for example dishonesty, taking unfair advantage of you, or treating you unfairly because of a protected characteristic, you can report this to our regulator, the Solicitors Regulation Authority (SRA).

Further information about the types of concern the SRA can help with, and how to report a solicitor, is available at www.sra.org.uk/consumers/problems/report-solicitor/.

Tel: 0330 818 9843  |  Email: info@kangandco.co.uk  |  Web: kangandco.co.uk

Kang & Co Solicitors Limited is a company registered in England and Wales with the number 10350638. Registered Office at Cornwall Buildings, 45 Newhall Street, Birmingham, B3 3QR.

Authorised and regulated by the Solicitors Regulation Authority | SRA ID: 638269.

A list of directors is available for inspection at the registered office.