High Street New Malden

+ (44) 2089495551
+ (44) 2079938403

Mon - Fri 9.00 - 18.00
Saturday & Sunday Closed

The International Solicitors Limited previously T/A Emazon Solicitors are committed to providing a high quality legal service to all its clients. When something goes wrong we want our clients to tell us about it. Our aim is that every complaint will improve our standards and thereby reduce the risk of potential complaints in the future.

At the outset of any matter we advised the client of the practice’s complaints procedure through client care letter and terms of businesses.

A client is provided with a copy of the company’s full complaints procedure if requested.

All complaints are referred to the supervisor in the first instance, who will liaise with the Complaint’s Manager who is in overall in charge of the complaints handling process.

If the client has a grievance, the first step is to offer a sincere apology. Whether or not we feel that caseworker is to blame for the issue, our client’s opinions are important and if they feel they have cause for a complaint then it is certain that we could have handled the situation better.

Firm’s internal complaints handling procedure

  1. All Client Complaints are forwarded to the Complaints Manager.
  2. The complaint Manager will then start to investigate your complaint, by asking the relevant members of staff to reply to the complaint or provide further details.
  3. The Complaints Manager will invite the complainant to a meeting to discuss the complaint and attempt to resolve it. The Complainant will be contacted within 5 working days of receipt of the client’s complaint to arrange a meeting, which should be as soon as possible and in any case within 15 working days of receipt of their Complaint letter.
  4. If the complainant is not able or does not want to attend a meeting, the Complaints Manager will explain in writing, and if possible also by telephone, the outcome of their investigation and a suggestion for resolving the complaint.
  5. If a meeting is held, the complaints representative will write to the complainant within two working days of the meeting, confirming the discussion that took place and any solutions that have been agreed.
  6. A letter sent to the complainant at this stage will contain details of what to do if the complainant is still unhappy. The complainant will be asked to write a secondary complaint letter to the firm explaining why they are unhappy with the conclusion.
  7. The firm will then arrange for a review of the Complaints Manager’s decision. This will happen in one of the following ways:
  8. Another partner or senior member of staff will review the complaint, and if necessary re-investigate the details of that complaint
  9. The local Law Society or another firm of solicitors will be asked to review the complaint
  10. The complaints Manager will ask the complainant to agree to independent mediation.
  11. The Complaints Manager will write to the complainant within five working days of the conclusion of the review, detailing the outcome of the review, and what the firm’s final position is with regards to complaint.

Complaint to Legal Ombudsman

  1. If client do not prefer to initiate our internal complaint process or we didn’t resolve the complaint to the satisfaction of the client within 8 weeks, client can ask the Legal Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, Ph. 0300 555 0333, email: enquiries@legalombudsman.org.uk, to consider the complaint. Normally, client will need to bring a complaint to the Legal Ombudsman within 12 months of receiving a final written response from us about the complaint or within a year if the act or omission about which you are complaining occurring (or you becoming aware of it).
  2. Complainant can make a complaint to Legal Ombudsman by filling a form at their website https://www.legalombudsman.org.uk/

Complaint to SRA

  1. You should report the matter directly to SRA if you think that the firm or any member of the regulated by SRA has failed to act
  2. in a way that upholds the constitutional principle of the rule of law, and the proper administration of justice
  3. in a way that upholds public trust and confidence in the solicitors’ profession and in legal services provided by authorised persons
  4. with independence
  5. with honesty
  6. with integrity
  7. in a way that encourages equality, diversity and inclusion
  8. in the best interests of each client.
  1. You can also report a firm or someone regulated by SRA for non-payment of professional fees (such as agent or expert) if
  2. You can reach to SRA complaint through this link https://www.sra.org.uk/consumers/problems/

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