Complaints Procedure

At Sparrow & Trieu, we are committed to providing a high standard of legal service to all of our clients. If at any point you become unhappy or concerned about the service we have provided, or about a bill we have issued, please tell us and we will do our best to resolve the matter promptly and fairly.

Step 1 – Contact Us

Please send a written complaint to:

mail@sparrowandtrieu.com

or by post to:

76 Shaftesbury Avenue,
London, W1D 6ND, England.

We will acknowledge your complaint within 5 working days.

To help us deal with your complaint as quickly as possible, please provide:

• your name and contact details;
• your file or matter reference (if known);
• the name of the person handling your matter;
• a clear description of your complaint; and
• what you would like us to do to resolve it.

Step 2 – Investigation

We will review your complaint and, where appropriate, investigate the matter. This may include reviewing your file, speaking with the fee earner involved, and asking you for any further information we need.

We aim to provide you with a substantive response as soon as reasonably possible and, in any event, within 8 weeks of receiving your complaint.

If we need more time, we will let you know and explain why.

Step 3 – Legal Ombudsman

If we are unable to resolve your complaint, or if you are unhappy with our final response, you may be able to refer the matter to the Legal Ombudsman. You can usually do this if your complaint has not been resolved within 8 weeks of being made to us.

The Legal Ombudsman expects complaints to be referred to them within the applicable time limits. At the time of writing, this is generally within:

• one year from the date of the act or omission being complained about, or
• one year from the date you should reasonably have known there was cause for complaint.

You should check the Legal Ombudsman’s current rules and guidance before making a complaint.

Legal Ombudsman contact details:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk

Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) can help if you are concerned about misconduct, such as dishonesty, discrimination, misuse of client money, or other serious breaches of SRA Standards and Regulations. The SRA does not normally deal with complaints about poor service; those are usually dealt with by the firm first and then, where appropriate, by the Legal Ombudsman.

Further information about reporting a solicitor or firm to the SRA is available on the SRA website: www.sra.org.uk