Our Commitment to You
At Sunrise Solicitors, we aim to provide a high standard of legal service at all times. We also review our work regularly so we can improve.
However, if something does not meet your expectations, we want to know. This allows us to resolve the issue fairly and as quickly as possible.
We take all concerns seriously, whether they relate to our advice, our service, or our fees.
How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us as soon as possible.
Step 1: Contact the Person Handling Your Matter – Your Case Manager
In many cases, concerns can be resolved quickly by speaking directly with the person who is dealing with your case. You can raise any concerns for your Case Manager. Your case manager is the one who has advised you about your matter initially and is responsible for getting all the work done under his supervision. He will have to acknowledge your complaint within 3 working days and will be responsible for responding back to your concerns within 14 days. Usually, the Case Manager will aim to resolve the issues as soon as he acknowledges and more likely it should be resolved well before 14 days. You can contact him using his email ID from which you should be aware of, or which is also available on our website under his profile. Meet Our Team
In case your concern is requiring urgent attention, and your case manager is unresponsive or unreachable on your urgent need, you can call office number 00442085430999 and let the reception staff be aware of the urgent situation. The reception staff would then try to establish contact with the relevant case manager who would be in touch with you on the same day should he believe that the complaint is of urgent nature. Otherwise, he would respond to you back with his response within a reasonable time. In an event that you failed to receive any response from your case manager within 14 days then you can escalate your concern to a formal complaint by following the below mentioned Step 2.
In case if your case manager is absent/unavailable to deal with your claimed urgent concerns, then the senior manager would be in touch with you with the view to resolve the issue.
Step 2: Escalate Your Complaint to the Principal
In an unlikely event, if you believe your concern is not resolved, you can escalate your concern as a formal complaint to the principal of the company Mr Amir Naviwala who will be responsible to acknowledge your complaint within 14 days and resolve it as per procedures mentioned below. In case of urgent attention, please follow the procedure mentioned in above Step 1.
Please contact us using:
Email: amir@sunrisesolicitors.co.uk
Telephone: +44 208 543 0999
Address: 228 Merton High Street, South Wimbledon, London, SW19 1AU
Please include:
- Your name
- Your case reference (if available)
- A clear explanation of your concern
- Any documents you want us to consider
Our Complaints Handling Process
We follow a structured process to ensure your complaint is handled properly.
Who Will Handle Your Complaint
All complaints will be handled as per procedure mentioned above and ultimately by Managing Director Amir Naviwala, who is responsible for overseeing complaint handling and ensuring a fair and consistent process.
Acknowledgement
We aim to acknowledge your complaint within 2 weeks of receiving it.
Investigation
We will review your file, speak with the relevant team members, and assess the issue carefully.
Response
We aim to provide a full written response within 8 weeks of receiving your complaint.
If More Time Is Needed
Sometimes complaints are complex. If this happens, we will inform you and explain how long we need. We will also keep you updated on progress.
Final Response
We will send you a final written response explaining our position and any steps we will take.
Or
We aim to provide a final written response within 8 weeks of receiving your complaint.
If You Are Not Satisfied with Our Response
If you remain unhappy after our final response, you may refer your complaint to the Legal Ombudsman.
If we do not provide a final response within 8 weeks of receiving your complaint, you may also refer your complaint to the Legal Ombudsman.
The Legal Ombudsman is an independent organisation that deals with complaints about poor service provided by legal firms.
You should normally complete our internal complaints process before contacting them as you will be required to provide the final response from us to proceed with your complaint to Legal Ombudsman.
Legal Ombudsman Contact Details
You can contact the Legal Ombudsman using the details below:
Website: https://www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Legal Ombudsman Time Limits
To refer your complaint to the Legal Ombudsman, it should be submitted:
- Within 6 months of receiving our final response, and
- No later than 1 year from the date of the act or omission, or
- No later than 1 year from when you should reasonably have known there was a concern
If you do not meet these time limits, the Legal Ombudsman may not be able to consider your complaint.
Who Can Use the Legal Ombudsman
The Legal Ombudsman can usually accept complaints from:
- Individuals
- Small businesses
- Charities
- Trusts
Full eligibility details are available on their website.
Reporting Concerns to the Solicitors Regulation Authority (SRA)
The Solicitors Regulation Authority regulates law firms in England and Wales.
You can report concerns to the SRA if you believe there has been:
- Dishonesty
- Misuse of client money
- Serious misconduct
- Breach of professional rules
The SRA does not deal with complaints about poor service. These should be directed to the Legal Ombudsman.
You can find more information here:
https://www.sra.org.uk/consumers/problems/report-solicitor/
Alternative Dispute Resolution
Alternative dispute resolution bodies exist which may deal with complaints about legal services.
However, Sunrise Solicitors does not use an alternative dispute resolution scheme.
If you wish to take your complaint further, you should contact the Legal Ombudsman or the SRA.
Costs of Making a Complaint
We will not charge you for handling your complaint.
The Legal Ombudsman service is free.
However, if there are outstanding fees on your matter, interest may be charged in line with our terms of business.
Important Information
- The Legal Ombudsman deals with complaints about poor service
- The Solicitors Regulation Authority deals with conduct and regulatory issues
Understanding this difference helps ensure your complaint is handled by the correct organisation.
Continuous Improvement
We record and review all complaints to improve our service.
Your feedback helps us provide better support to all our clients.
Contact Us
If you have any questions about this procedure, please contact us:
Email: info@sunrisesolicitors.co.uk
Telephone: +44 208 543 0999
