At Goldman Knightley, we are committed to providing the highest standard of service and treating all our clients fairly. We recognize that we may not always get it right, so if something has gone wrong—whether related to our service or billing—we encourage you to let us know.
How to Make a Complaint
If you are dissatisfied with our service, please follow these steps:
- Initial Contact: You can contact us directly in writing (by letter, fax, or email) or by speaking with our Complaints Director, Mr. Ayaaz Ahmed Khan. We will acknowledge your complaint within three working days.
- Formal Complaint: If your concern is not resolved informally, please submit a formal complaint in writing. We will investigate your complaint and aim to provide a written response within 15 working days.
To help us understand your complaint, please include:
- Your full name and contact details
- A description of what you believe we have done wrong
- What you hope to achieve from your complaint
- Your file reference number (if available)
If you need assistance in making your complaint, we’re here to help.
How We Handle Your Complaint
- We will record your complaint centrally.
- We will investigate your complaint, which usually involves:
- Reviewing your complaint
- Examining your file(s) and relevant documents
- Speaking with the person who handled your matter
We may ask for further information or documents, with a specific deadline for submission. We will keep you updated on the progress of your complaint.
If appropriate, we may invite you to a meeting to discuss your complaint; however, attendance is not mandatory, and we can also discuss it over the phone.
At the conclusion of our investigation, we will inform you of our findings and proposed resolutions, aiming to do so within 21 days of our acknowledgment.
What If I’m Not Satisfied with the Outcome?
If you are unhappy with the outcome of our complaints process, please let us know, and we will review the situation. If you still feel your concerns are not addressed, you can escalate your complaint to the following bodies:
Legal Ombudsman: You may refer your complaint to the Legal Ombudsman if we have not resolved it to your satisfaction within 8 weeks. You can contact them at:
- Address: PO Box 6167, Slough, SL1 0EH
- Phone: 0300 555 0333
- Website: http://www.legalombudsman.org.uk
Solicitors Regulation Authority (SRA): You also have the right to raise your concerns with the SRA if you believe we have breached our regulatory obligations. For more information, visit http://www.sra.org.uk.
Please note that you typically need to refer your complaint within six months) of our final written response and within one year of the incident in question (or three years from when you became aware of it).
What Will It Cost?
There is no charge for us to handle your complaint. However, if a bill has been issued for our services and any portion remains unpaid, we may charge interest on the outstanding amount. The Legal Ombudsman service is free of charge.
Important Notes
Timelines: Please be aware of the timelines outlined above to ensure your complaint is submitted within the appropriate periods.
Prominence: We are working to make this complaints information more accessible on our website so you can easily find the details you need.
For further assistance, please do not hesitate to reach out to us directly.