Complaint Handling Policy

VMD Solicitors Ltd is committed to providing a high-quality legal service to all our clients. We take complaints seriously, and if something has gone wrong, we want to know about it so we can put it right.

At VMD Solicitors, we are committed to providing a high standard of legal service. However, if you are dissatisfied with any aspect of our service, we take your concerns seriously and provide a clear and fair complaints procedure to help resolve them.

We view complaints as an opportunity to listen to our clients, address any concerns, and continuously improve the quality of our services. We aim to handle all complaints promptly, professionally, and transparently, without charging you for making a complaint.

In the first instance, we encourage you to raise your concerns with the person responsible for your matter. They will review your concerns and try to resolve them as quickly as possible. If the matter cannot be resolved at this stage, you may make a formal complaint, which will be reviewed in accordance with our full complaints’ procedure.

Our aim is to ensure that every complaint is properly considered and that you are kept informed throughout the process.

How to Make a Complaint 
If you are unhappy with any aspect of our service, please contact us in the first instance to raise your concern.

 

• Write to: 
  Mr Vajira Dhanapala
  Principal Solicitor
  VMD Solicitors
  Solar House
  915 High Road
  London
  N12 8QJ

 

• Email: complaints@vmdsolicitors.co.uk 
• Call: +44 (0) 20 8514 8703
  

We recommend you put your complaint in writing where possible, so we have a clear record of your concerns. 

 

There Is No Charge for Making a Complaint

Making a complaint will not affect how we handle your case, and there is no fee for using our complaints procedure.

What Happens Next

1. Acknowledgement — We will acknowledge your complaint in writing within 2 working days.
2. Investigation — Your complaint will be investigated by Principal Solicitor, who will review your file and may contact you for further information.
3. Response — We aim to provide a full written response within eight weeks of receiving your complaint, in line with Legal Ombudsman requirements. If we need longer, we will explain why and give you a revised timescale.
4. Review — If you remain unhappy with our response, you may ask for the matter to be reviewed by our Principal Solicitor.

If We Cannot Resolve Your Complaint

If, after eight weeks, we have not resolved your complaint to your satisfaction or you are unhappy with our final response, you may be able to refer it to the Legal Ombudsman, provided:

• Your complaint concerns an act or omission occurring after 5 October 2010 (or 6 October 2010 for complaints against barristers), and
• You refer it to the Legal Ombudsman within six months of our final written response.

Legal Ombudsman contact details:

Website: legalombudsman.org.uk

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Post: PO Box 6167, Slough, SL1 0EH

Full details of what the Legal Ombudsman can and cannot investigate are available on their website.

Complaints About Our Conduct 
If your concern relates to our professional conduct, for example, honesty, integrity or how we have treated you rather than the standard of service, you can also raise this with the Solicitors Regulation Authority (SRA). 

Website: sra.org.uk 

Telephone: 0370 606 2555 

Regulatory Information 

VMD Solicitors Ltd is authorised and regulated by the Solicitors Regulation Authority. SRA number: 65447.

Company registration number: 11733207.