T: +44 (0)20 7749 2700

Silverman Sherliker LLP Solicitors
7 Bath Place, London EC2A 3DR

Complaints Handling

Silverman Sherliker LLP is committed to providing high quality legal services. We are proud of the high level of client care that we offer our clients and that we receive very few complaints. However, we recognise that things can sometimes go wrong and accordingly we operate a Complaints Handling Procedure under which we endeavour to resolve any problems that might arise.

Our Complaints Handling Procedure is set out in full below



Complaints Handling Procedure and The Legal Ombudsman

Silverman Sherliker LLP is committed to providing legal services and advice to the very highest professional standards with an outcome-focused approach as required under the SRA Code of Conduct but sometimes you may wish to discuss some aspect of our service with us and we welcome such feed-back. If you do want to discuss any aspect of the service you have received or have a query about our bills please contact your client care partner,  or you can write to us at Silverman Sherliker LLP, 7 Bath Place, London EC2A 3DR. We operate a client handling procedure, a copy of which is available on request. 

If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ to consider your complaint. The web address of the Legal Ombudsman is www.legalombudsman.org.uk

In accordance with EU Alternative Dispute Directive (ADR) for Consumer Disputes, Silverman Sherliker LLP will submit to the ADR procedure operated by the Legal Ombudsman.

Paragraph 10 of our Terms of Business and Client Care Letter sets out our basic policy on dealing with problems that may arise during our retainer.  We are committed to providing a high quality legal service to all our clients and when a problem arises we are careful to investigate the problem.  In this way your problem is addressed and we continue to maintain our standards.

grey bullet point With effect from 15th February 2015 EU Regulations on Consumer Online Dispute Resolution (ODR) allow consumers who bought our services online to submit their complaint via an online complaint portal. We are required under the regulations to provide our clients the following information (please go to the following link):

EU Online Dispute Resolution: http://ec.europa.eu/odr
If you have a complaint please contact the Client Care Partner cited at the front of the terms and conditions sent to you. You can contact him at our normal practice address which is: 7 Bath Place, London  EC2A 3DR.  He will either deal with the complaint or pass it to another Partner for it to be dealt with. 
We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out.  We will also let you know the name of the person who will be dealing with your complaint.  You can expect to receive a letter within three working days of us receiving your complaint.
We will record your complaint in our central register and open the file for your complaint.  We will do this within a day of receiving your complaint.
We will then start to investigate your complaint.  This may involve one or more of the following steps.  We may ask the member of staff who acted in the matter to reply to your complaint within seven working days.  We may examine their reply and the information in your complaint to file.  We may contact other parties who have been involved in the relevant transaction and ask them for comments. We may then ask them for more information.  This will take up seven working days from receiving their reply and the file.
If appropriate, we will invite you to meet with your Client Care Partner, to discuss and hopefully resolve your complaint.  We will do this within seven days of receiving all the details we need from the member of staff who acted for you. As an alternative we may try to resolve your complaint over the telephone or by correspondence as may be most applicable.
Within two working days of the meeting we will write to confirm to you what took place and any solutions we have agreed with you.
If you do not want a meeting or such a meeting is not possible we will send you a reply to your complaint.  This will include our suggestions for resolving the matter.  This will happen within seven working days of us completing our investigation or as soon as possible thereafter.
At this stage if you are still not satisfied you can contact us again and provide us with a written statement of why you are not satisfied.  We will then arrange for a different Partner to review our decision.  This will happen by having our file reviewed by someone in the firm who has not been involved in your complaint.  This process will usually take approximately ten working days.
We will let you know the result of the review within seven working days after the end of the review.  At this time we will write to you confirming our final position on your complaint and explaining our reasons.
Please be assured that we recognise that it is in your best interests and also in ours that any problems are resolved satisfactorily.
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ whose website is www.legalombudsman.org.uk to consider your complaint.
In accordance with EU Alternative Dispute Directive (ADR) for Consumer Disputes, Silverman Sherliker LLP will submit to the ADR procedure operated by the Legal Ombudsman.

Silverman Sherliker LLP
7 Bath Place
London EC2A 3DR

Tel.      020 7749 2700
Fax      020 7739 4309

Authorised and Regulated by the Solicitors Regulation Authority

Registered Office:
7 Bath Place London. EC2A 3DR
A list of Members is available from the registered office.
LLP No. OC307306

VAT Number 245 8239 45

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