Complaint Procedure

At The Legal Practice, we are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

How to Make a Complaint

If you are unhappy with any aspect of the service we have provided, please contact us as soon as possible. You can complain by:

tlp@thelegalpractice.co.uk

The Legal Practice Ltd, 122–126 Wembley Park Drive, Wembley Park, London HA9 8HP

020 8903 7017

Please mark your correspondence clearly as a complaint and address it to the Managing Partner, Jiven Mandair. Making a complaint will not affect how we handle your case.

What Happens Next

We will handle your complaint as follows:

  • We will acknowledge your complaint in writing within 3 working days of receiving it.
  • We will investigate your complaint thoroughly and aim to send you a full written response within 8 weeks of receiving your complaint.
  • If we need more time to investigate, we will write to you to explain why and give you a revised timeframe.
  • If we cannot resolve the matter internally, we will write to explain our final position.

If We Cannot Resolve Your Complaint

If you remain dissatisfied after our internal complaints process is complete, or if we have not resolved your complaint within 8 weeks of receiving it, you may be entitled to complain to the Legal Ombudsman.

Legal Ombudsman

The Legal Ombudsman investigates complaints about solicitors independently and free of charge. Before contacting the Legal Ombudsman, you must first raise your complaint with us.

You must refer your complaint to the Legal Ombudsman within one of the following time limits — whichever is later:

  • Within 1 year of the act or omission about which you are complaining; or
  • Within 1 year of when you should reasonably have known that there was cause for complaint.

Contact the Legal Ombudsman:

Solicitors Regulation Authority (SRA)

If your complaint relates to our professional conduct — for example, if you believe we have acted dishonestly, breached client confidentiality, or behaved in a way that is fundamentally inconsistent with our professional obligations — you may report your concerns directly to the Solicitors Regulation Authority (SRA).

The SRA can investigate conduct issues and take regulatory action against a solicitor or firm where appropriate. Complaining to the SRA is separate from and does not replace the Legal Ombudsman process for service complaints.

Contact the SRA:

Both routes are available to you. The Legal Ombudsman handles service complaints (e.g. poor advice, delay, overcharging). The SRA handles conduct concerns (e.g. dishonesty, misuse of client funds).