Complaints

At Sugaré & Co, we hope that you will always been satisfied with the service provided. However, if you have a complaint to raise about the conduct of your case you should inform us, so that we can do our best to resolve the problem.

In the first instance contact the Solicitor or Trainee Solicitor directly dealing with your case to see whether the issue can be resolved.   If your complaint is not resolved at this stage or indeed if your complaint is against the solicitor personally then you should contact the solicitor’s supervisor.   The supervisors at the firm are Anthony Sugaré, Daniel Sugaré and Stuart Field.

Your file of papers will be reviewed by the supervisor.  Whilst doing this they will take into consideration the issues that you have raised.  After that,  they will discuss their thoughts with the fee earner who you have a complaint about and then form an initial opinion on your complaint.  We would hope to do this within 14 days and at this point they will write to you with their findings.

Once you have received this letter, and had chance to consider the same, Mr Anthony Sugaré  would be happy to meet with you ( in person or remotely) to discuss these.  He will consider anything further you have to say before reaching a final conclusion.  At this point they will write to you, making it clear what the firm’s final decision regarding your complaint is, this letter should be completed within 14 days of meeting with you.

If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Before accepting that a complaint can be investigated, the Legal Ombudsman will ensure 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

and

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.

The Legal Ombudsman’s contact details are PO Box 6806, Wolverhampton, WV1 9WJ. Tel 0300 555 0333, or email to: enquiries@legalombudsman.org.uk

You also have a right to object to the bill and apply for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment of that bill.

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 (opens new window).