Making a complaint
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately so that we can do our best to resolve the problem.
You should also be aware that if we do ask you to pay any charges, expenses or success fee to us, you have a right to challenge whether the amount we are claiming is fair by seeking an assessment of costs by the court.
Under the GDPR and the Data Protection Act we are required to inform you that your particulars are held on our database. We are committed to providing a high quality legal service but may not always get it right. So, if something goes wrong and you would like to make a formal complaint, then please raise your concern in the first place with Ms Jagjit (Jeet) Bamrah.
Making a complaint will not affect how we handle your case. We have a complaints procedure to make sure that complaints are dealt with quickly fairly and effectively. If you are unhappy with the level of service provided, then please write to us explaining what you think we have got wrong and what you hope to achieve as a result of your complaint.
We will write to you within three working days acknowledging your complaint. We will consider and respond to your concerns as soon as the issues have been investigated. This will usually involve:
• Reviewing your complaint
• Reviewing your files and other relevant material and documents
• We may need to ask you for further information within a specific period of time
• We may also, if appropriate, invite you to a meeting to discuss your complaint
We will write to you at the end of our investigations to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this within 6 weeks of the date of your complaint.
If you are still not satisfied, we will refer your file for an audit to external auditor who will provide an advice and deal with your concerns.
We want to give you the best service possible. However, if at any point you are unhappy we will do our best to resolve the issue.
How do I make a complaint?
You can contact us in writing (by letter or email) or by speaking with our compliance officer, whose details are:
Ms Jagjit Bamrah
Falcon Legal Solicitors
41 Hayesford Park Drive
Tel: 020 8290 6787
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
• Within six months of receiving a final response to your complaint
• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them at
Call: 0300 555 0333 between 9.00 to 17.00.
PO Box 6806
What to do if you are unhappy with our behaviour.
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority – Report Problems