1. Our Commitment to Client Satisfaction

Temple Court Solicitors is committed to providing high quality legal services to every client. We recognise that, on occasion, things may not go as expected, and we welcome feedback as an opportunity to improve. This Complaints Handling Policy outlines our approach to addressing concerns promptly, fairly, and transparently.

If at any point you are dissatisfied with the service provided, we encourage you to inform us so that we can investigate the matter and take appropriate steps to resolve it.

2. How to Raise a Complaint

2.1 Informal Resolution

In the first instance, we encourage clients to raise any concerns directly with the solicitor or caseworker responsible for handling their matter. Many issues can be addressed quickly and informally at this stage.

2.2 Formal Complaint

If the issue remains unresolved or you prefer to make a formal complaint, Please submit your complaint in writing to our Complaint Manger. Please include as much detail as possible, including your full name, file reference and the nature of the complaint.

Formal complaints should be addressed to:
Complaints Manger
Temple Court Solicitors
Suite 117A, Unit 5, 399–405 Oxford Street, London, W1C 2BU
Email: info@templecourtsolicitors.co.uk

3. Complaints Procedure

3.1 Acknowledgement

We will acknowledge receipt of your complaint in writing within seven days of receipt.

3.2 Investigation

Your complaint will be reviewed by the designated Complaints Manager. The investigation may include:

• A review of your case file and correspondence;
• Discussions with the solicitor or staff involved;
• Consideration of the concerns you have raised and the circumstances of the case.

3.3 Response

We aim to provide a detailed written response within 14 working days. In more complex cases, we may require additional time of 28 working days.

4. Potential Outcomes of a Complaint

Following the investigation, we may offer one or more of the following outcomes:

• A detailed explanation of what occurred and why;
• A formal apology where appropriate;
• Corrective action to resolve the issue;
• Further work to rectify the situation, if applicable;
• A reduction of fees or refund where justified;

5. Escalating Your Complaint

If you are not satisfied with our final response, you may refer your complaint to the Legal Ombudsman.

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

Time limits:
• You must contact the Legal Ombudsman within six months of our final response.
• The issue must relate to an act or omission that took place within the past six years or within three years of when you became aware of it.

If your complaint concerns a breach of professional conduct or regulatory requirements, you may contact the Solicitors Regulation Authority (SRA).

SRA Contact Details:
The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Website: www.sra.org.uk

6. Ongoing Commitment to Improvement

All complaints are reviewed and analysed to identify any recurring issues and opportunities for service improvement. We view complaints as an important source of insight and take appropriate action to enhance client satisfaction and compliance standards.