Complaints and Reporting Issues

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, you should inform us immediately so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your service or billing complaint

The Legal Ombudsman can help you if we are unable to resolve a complaint about our service or a bill 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 our final response to your complaint; and
no more than one year from the date of the act or omission being complained about; or
no more than one year from the date when you should reasonably have known that there was cause for complaint.

For more information contact the Legal Ombudsman.

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.

Data protection complaints

If your complaint relates to the way we have processed your personal data, we will treat it as a data protection complaint. This may include a complaint about how we have collected, used, stored, shared, retained, erased, secured or deleted your personal data, or how we have handled a request from you about your personal data.

You can make a data protection complaint by contacting Bola Fakoya at:

Net Solicitors Ltd

Pett Lodge

Charing

Ashford

Kent

TN27 0DX

Telephone: 0207 175 6804

Email: complaints@net-solicitors.co.uk

We will acknowledge receipt of a data protection complaint within 30 days of receiving it. We will investigate the complaint, keep you informed where further time is needed, and provide you with the outcome in clear and plain language without undue delay.

If you remain dissatisfied with our response to a data protection complaint, or with the way in which we have handled it, you can complain to the Information Commissioner’s Office. Further information is available on the ICO’s website.

Complaints and Reporting Issues