Complaints Procedure

Our commitment

Regnum Solicitors is committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us, because it helps us to improve our standards and to resolve the matter for you.

How to complain

1. Raise it with the person handling your matter. Most concerns can be resolved quickly by the solicitor running your file.
2. If that does not resolve it, write to the Principal. Address your complaint to Mehmet Ali Erdogan at Unit 7, Kinetica, 13 Ramsgate Street, London E8 2FD, or by email to info@regnumsolicitors.com. Please set out what went wrong, when it happened, and what you would like us to do to put it right.
3. Acknowledgement. We will acknowledge your complaint in writing within five working days and let you know who is investigating it.
4. Investigation and response. We will investigate and give you a full written response, normally within eight weeks of receiving your complaint. If we need longer we will tell you why and when you can expect our reply.

If you are still not satisfied

If we have not resolved your complaint within eight weeks, or if you remain dissatisfied with our final response, you may refer the matter to the Legal Ombudsman.

Normally you must refer your complaint to the Legal Ombudsman within six months of receiving our final written response, and within one year of the act or omission complained about, or within one year of when you should reasonably have known there was cause for complaint.

Reporting concerns to our regulator

The Solicitors Regulation Authority can help if you are concerned about our professional behaviour — for example, dishonesty, taking or losing your money, or treating you unfairly because of your age, disability or other characteristic. Visit sra.org.uk to raise your concerns with the SRA.

Costs

We will not charge you for the time we spend handling your complaint.