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Complaints procedure
We want to give you the best possible service. If something is not right, please tell us so we can put it right.
Our commitment
Noble Law Solicitors is committed to providing a high-quality legal service. If you are unhappy about any aspect of our service, or about a bill, please let us know so we can do our best to resolve the matter.
How to make a complaint
In the first instance, please contact us so that we can try to resolve your concerns:
- By post: Rana Ghulam Dastgeer Khan, Noble Law Solicitors, 89 London Road, Morden, Surrey SM4 5HP
- By email: info@professionalpulselaw.co.uk
- By telephone: 020 8640 9528
Client to confirm for go-live: the named person responsible for handling complaints. (Placeholder: shown as the principal.)
What will happen next
- We will acknowledge your complaint, normally within [ ] working days of receiving it.
- We will investigate your complaint. This will usually involve reviewing your file and speaking to the person who acted for you.
- We will write to you with the outcome of our investigation, normally within [ ] working days, setting out our findings and any proposed resolution.
- If you are still not satisfied, please let us know and we will review the matter again.
The timescales above are placeholders for the prototype. The firm should confirm the periods it commits to (commonly acknowledgement within a few working days and a substantive response within around eight weeks).
The Legal Ombudsman
If we are unable to resolve your complaint, or if eight weeks have passed since you first raised it, you may be able to ask the Legal Ombudsman to consider it. Using our complaints procedure does not affect your right to do so.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned, or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final written response.
- Website: legalombudsman.org.uk
- Telephone: 0300 555 0333
- Email: enquiries@legalombudsman.org.uk
- Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority
The SRA can help you 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 another characteristic. You can raise your concerns with the SRA at sra.org.uk.
Complaints about a bill
If your complaint is about a bill, you may also have a right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for assessment.