Complaint Procedure

Complaint’s procedure:

At Trojan Solicitors we always wish to give you the best possible service. However, if at any point you become unhappy or concerned about the service, 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 send your complaint directly to our Practice Manager and complaints handling person, Waqas Muhammed to waqas@trojansolictors.com. You can also write to us at: Client Care Department, Trojan Solicitors, 63 St Mary Axe, London EC3A 8AA. We will investigate your complaint and provide you with a response within 10 working days from receiving the complaint. Making a complaint will not affect how we handle your case.

In an event we cannot resolve your complaint you can contact the Legal Ombudsman.

The Legal Ombudsman can help you if we are unable to resolve your complaint 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 a final response to your complaint and
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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 Solicitors Regulation Authority website to see how you can raise your concerns.

CORONAVIRUS ALERT! TROJAN SOLICITORS

The safety of clients and colleagues is our main priority!

In view of the current situation relating to coronavirus (COVID-19), we want to help to protect the health of ALL our clients and solicitors, as a result our office is currently closed until further notice.

However, we would like to reassure you that we are still fully available to assist existing and new clients by telephone, email and video conference. Our legal team are following government guidance and are now working remotely from home and you can contact them directly via telephone or e-mail.

Please stay home and stay well!