Complaints
Handling Policy and Procedure

We strive to maintain consistently high service levels to avoid any concerns or complaints. we have proudly served our national and international clients and remain dedicated to continually improving our standards.
If a client has concerns or wishes to make a formal complaint, our policy and procedure are outlined below.
Hamraj Kang, a senior solicitor and Director at Kangs Solicitors, is responsible for addressing any concerns or complaints about the firm.
We are committed to delivering high-quality legal services to all our clients. If something goes wrong or causes concern, we encourage you to inform us, as this helps us improve our standards. We aim to resolve issues directly with clients without resorting to a formal complaints policy. However, if the issue warrants formal treatment, or if you prefer it to be handled as a formal complaint, we will follow the procedure outlined in this policy.

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Our Complaints Procedure

If you have a concern or complaint, please contact the fee earner handling your case.

What will happen next?

1. The fee earner will investigate your complaint and respond to you in a timely manner.

2. If you are not satisfied with the response from the fee earner, you can write to Hamraj Kang, the firm’s complaints manager, at francis@oxbridgesolicitors.co.uk

3. We will acknowledge receipt of your complaint within three working days, enclosing a copy of this procedure.

4. Francis will investigate your complaint, reviewing your case file and speaking with the relevant staff member. If Hamraj Kang cannot address the issue, another Senior Solicitor will handle it and keep you informed.

5. Within 21 days of acknowledging your complaint, we will send you a detailed written reply with our suggestions for resolving the matter.

6. If you are still not satisfied, you can request a review by another Senior Solicitor unconnected with your case. We will confirm our final position within 21 days of your review request.

7. If we do not provide a final response within eight weeks, you can escalate your complaint to the Legal Ombudsman. The Legal Ombudsman investigates service issues with lawyers. Complaints to the Legal Ombudsman must be made within one year of the issue or within one year of becoming aware of the issue. You must also refer your complaint within six months of our final response.

Legal Ombudsman Contact Details:

• Address. 72 Camden Road, Tunbridge Wells Kent, TN1 2QP

• Phone: 0203443443

• Website: https://oxbridgesolicitors.co.uk

• Email: francis@oxbridgesolicitors.co.uk

8. Alternative complaints bodies, such as Ombudsman Services (https://www.ombudsman-services.org), can handle complaints about legal services if both parties agree. However, we defer to the Legal Ombudsman for final resolution.

9. For complaints related to issues other than poor service, you may report a solicitor or the firm to the SRA. The SRA ensures compliance with its principles and can be contacted through the SRA website (https://www.sra.org.uk/consumers/problems/report-solicitor/), by email at report@sra.org.uk, or by mail at Solicitors Regulatory Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.

If we need to change any timescales, we will inform you and explain why.

Contact Information for Complaints

Phone

0203443443

info@oxbridgesolicitors.co.uk

Address

72 Camden Road, Tunbridge Wells Kent, TN1 2QP

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Complaints Handling Policy and Procedure