Complaints Procedure

Terence Ray Solicitors (TRS) is committed to providing legal services of the highest standard. We aim to treat all our clients fairly and to deliver professional services efficiently and courteously.

If at any stage you become concerned or dissatisfied with any aspect of the service we provide, we encourage you to inform us so that we have an opportunity to address the issue and resolve the matter as quickly as possible.

Raising Concerns

If you have a concern about the service you have received, you should first contact the person handling your matter. In many cases concerns can be resolved quickly through discussion.

In many cases concerns can be resolved quickly through discussion and clarification.

If the matter cannot be resolved in this way, or if you prefer not to raise the issue with the case handler directly, you may raise your concerns with the Principal Partner of the firm.

Making a Formal Complaint

If your concerns are not resolved informally, you may submit a formal complaint to the firm.
Complaints should be made in writing, by post or email, and addressed to the firm’s Complaints Officer or Principal Partner at:

Address: Terence Ray Solicitors 45 Pont Street London SW1X 0BD
Email: info@trsolicitors.co.uk

Your complaint should include:

  1. your name and contact details
  2. The matter reference if known
  3. Details of the concerns you wish to raise
  4. Any relevant documents or information.

Acknowledgment of Complaint

Upon receipt of a formal complaint we will acknowledge your complaint within five working days

Our acknowledgement will confirm:

  • that your complaint has been received
  • who will be responsible for investigating the complaint
  • the next steps in the complaints process.

Investigation of the Complaint

Your complaint will be investigated by the firm’s Principal Partner or another senior member of the firm who has not been directly involved in the matter.

The investigation may include:

  • reviewing the file and relevant correspondence
  • discussing the matter with the solicitor or consultant who acted for you
  • requesting further information from you where necessary.

Where appropriate, we may invite you to a meeting or discussion in order to clarify the issues raised and to explore possible solutions.

Our Response

Following completion of the investigation, we will write to you setting out:

  • our findings in relation to the complaint
  • the outcome of the investigation
  • any steps we propose to take in order to resolve the matter.

We aim to provide our final written response within eight weeks of receiving your complaint.

If the Complaint Cannot Be Resolved

If you remain dissatisfied after receiving our final response, you may refer the complaint to the Legal Ombudsman, who provides an independent complaints resolution service for legal services.

Before the Legal Ombudsman can investigate a complaint, you must normally have attempted to resolve the matter through our internal complaints procedure.You must usually refer the complaint to the Legal Ombudsman: 

  • within six months of receiving our final written response;
  • no more than six years from the act or omission giving rise to the complaint; or
  • no more than three years from the date you should reasonably have known there was cause for complaint.

Contact details for the Legal Ombudsman are:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk

Concerns About Professional Conduct

The Legal Ombudsman deals with complaints about the service provided by lawyers.

If you are concerned about professional misconduct such as dishonesty, misuse of client money or other regulatory issues, you may raise your concerns with the Solicitors Regulation Authority.

Information on how to raise such concerns is available at:

www.sra.org.uk

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