Complaints
We want to give you a good service. If you're unhappy with something we've done, or something we haven't done, please tell us. We'll look into it properly and try to put things right.
Making a complaint costs nothing. It won't affect how we handle your matter.
How to complain
You can complain by email, by post, or by phone.
| How | Details |
|---|---|
| info@sonylaw.com | |
| Post | Complaints, Sony Law, Capstan House, 182–184 Hatfield Road, St Albans AL1 4JG |
| Phone | 01727 568353 |
If you need help to make a complaint, or need us to make any adjustments, please let us know.
What to include
It helps if you tell us:
- your name and contact details
- your matter reference, if you have one
- what went wrong, and when
- what you'd like us to do to put it right
- copies of any letters, emails, or documents that help explain your complaint
Don't worry if you don't have all of this. We'll ask if we need anything else.
What happens next
We acknowledge your complaint
We'll confirm in writing that we've received your complaint and tell you who is dealing with it.
We'll send this acknowledgement within 3 working days of receiving your complaint.
Complaints are handled by our Complaints Manager, under the supervision of our Compliance Officer for Legal Practice (COLP). Address your complaint to the Complaints Manager at info@sonylaw.com or by post to our office.
We investigate
We'll look into what happened, including reviewing your file. If we need more information from you, we'll ask.
We send our final response
We'll send you a final written response within 8 weeks of receiving your complaint. It will explain what we found and what we'll do to put things right, if anything.
Our final response will also tell you about your right to complain to the Legal Ombudsman, and the time limits for doing so.
Complaints about legal services can be considered independently by the Legal Ombudsman (see below). We haven't agreed to use any other alternative dispute resolution (ADR) provider.
The Legal Ombudsman
The Legal Ombudsman is independent. It deals with complaints about the service people receive from lawyers. Its service is free.
You can ask the Legal Ombudsman to look at your complaint if:
- you're unhappy with our final response, or
- we haven't resolved your complaint within 8 weeks of receiving it.
Time limits
You must take your complaint to the Legal Ombudsman:
- within six months of our final response, as long as our response told you about the Legal Ombudsman, and
- no more than one year from the date of the act or omission you're complaining about, or no more than one year from when you should reasonably have known about it.
Contact details
| How | Details |
|---|---|
| Post | Legal Ombudsman, PO Box 6167, Slough SL1 0EH |
| Phone | 0300 555 0333 |
| enquiries@legalombudsman.org.uk | |
| Website | www.legalombudsman.org.uk |
Complaints about a bill
If you're unhappy with our bill, you can complain to us, and then to the Legal Ombudsman, in the usual way.
You may also be able to ask the court to assess our bill under Part III of the Solicitors Act 1974. Time limits apply, so please act quickly if you want to do this.
If the court has already assessed your bill, the Legal Ombudsman may not be able to consider a complaint about it.
Concerns about a solicitor's behaviour
The Solicitors Regulation Authority (SRA) regulates solicitors in England and Wales. It deals with concerns about how a solicitor or law firm behaves, for example dishonesty or discrimination.
You can report a concern on the SRA website.
Complaints about the service you received should come to us first, and then go to the Legal Ombudsman if needed.
Sony Law is the trading name of Sony Sadaf Haroon Ltd, which is authorised and regulated by the Solicitors Regulation Authority (SRA number 635480).