Complaints Handling Procedure

Our Complaints Handling Procedure

ARKrights Solicitors are authorised and regulated by the Solicitors Regulation Authority (SRA). We are committed to high quality legal advice and client care and aim to offer all our clients an efficient and effective service. However, if our clients would like to discuss how the service to them could be improved, the level of their bill, or should there be any aspect of our service with which they are not satisfied, we ask them to please contact the person in our firm responsible for complaints Handling: Mrs. Krishna Gill our Practice Manager. Mrs Gill can be contacted by phone on 01923 233 477or by email or by post to ARKrights Solicitors 15-17 Exchange Road, Watford , WD18 0JD. 

We are committed to high quality legal advice and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure.  

We will endeavour to handle your complaint promptly, fairly, and free of charge.

Our complaints procedure is as follows:

  1. STEP ONE - If they have not already done so, we ask our clients to let us know the full nature of the problem. 
  2. STEP TWO - The Practice Manager, Mrs Krishna Gill, we will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
  3. STEP THREE - We will then investigate your complaint. This will normally involve passing your complaint to the department supervisor, who will review your matter file and speak to the member of staff who acted for you and if appropriate will discuss the matter with the practise manager.
  4. STEP FOUR - If it is deemed necessary we will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledge letter.
  5. STEP FIVE - Within three days of the meeting, we will write to confirm what took place and any solutions s/he has agreed with you.
  6. STEP SIX - If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgment letter.

At this stage, if you are still not satisfied, you should contact Mrs Gill and she will arrange for another Department Manager or the Principal of the Firm to review the decision. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

Other avenues

Clients must always try complaining to us first. In most cases they will not be able to take their complaint further without allowing us the opportunity to put things right. 

Legal Ombudsman

We are permitted a period of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint. 

Clients are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of the client having received a final written response from us about their complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which the client is complaining occurring; or within three years from when the client should have known about or become aware that there were grounds for complaint. The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.

For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit: The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ. 

Solicitors Regulation Authority

If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit:

Further Information

For further information about our complaints handling procedures, please do not hesitate to contact Mrs Krishna Gill on 01923 233 477 or by email

If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint by contacting:
Legal Ombudsman. You can go to their website: or use the details below.


Legal Ombudsman
PO Box 6806


0300 555 0333

Watford Office

15-17 Exchange Road

Contact Us
Phone: 01923 233 477                    
Fax: 01923 235 565

Our Opening Hours
Monday to Friday 9am - 6pm   

London Office

40 Bowling Green Lane

Contact Us
Phone: 0800 634 3325                    
Fax: 01923 235 565

Our Opening Hours
Monday to Friday 9am - 6pm   

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