Vincent Yee Solicitors Ltd is committed to high quality legal advice and client care.

In order to have your complaints resolved promptly, please make your complaints by the following steps:

1. To discuss first with your Solicitor about your dissatisfaction about our service or the way your case has been handled. Your Solicitor is very familiar with your case and should be able to resolve most of complaints directly and more promptly. All our Solicitors have been trained to deal with clients’ complaints in a professional way.
2. If you are not satisfied with your Solicitors handling of your complaints, your Solicitors will provide you the contact details for his/her head of department. You should put your complaints in writing to the head of the department by post to Vincent Yee Solicitors Ltd or by email. You should list all your complaints in your letter or email so that they can be dealt with altogether.
3. On receiving your complaints, the head of department will immediately carry out investigation, which include inspecting your file and enquiring with your caseworker. He/she may even need to contact you if further information is needed.
4. The head of department will reply to your complaints within 14 days after receiving them. If for some reasons he/she is unable to do so, he/she will write to you and explain the reasons that are causing delay and let you know when you will receive our replies.
5. All our replies will be in writing and we will tell you whether we agree with your complaints or not and the reasons why. They will also contain our proposals to resolve your disagreement if you still have any by this time.
6. On receiving our replies, you can let us know in writing whether you agree with us and any disagreement you might have in response to our replies.
7. The head of department will continue to reply to your above disagreement (if any) within 14 days and intend to resolve them as best as he/she can.
8. If you are still not satisfied with our handling of your complaints, you can take them further to Mr Vincent Yee, who will start investigating your complaints by asking for a copy of your file and complaint from the head of department and our responses to your complaints.
9. Mr Vincent Yee will try to make responses to your complaints or any remaining part of them within 14 days and will be the final responses from within our company.

If there are any circumstances which make it difficult for you to make a complaint in writing, please call the office on 0121 6161661 and ask for the relevant head of department.

 

If your complaint cannot be resolved:

 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 our final response to your complaint
and
• No more than one year from the date of the cause of complaint; or
• No more than one year 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.
Visit: https: www.legalombudsman.org.uk/how-to-complain/
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman PO Box 6167, Slough, SL1 0EH

If you are unhappy with our conduct:
In the highly unlikely event that you need to make a complaint about our conduct, the SRA (Solicitors Regulation Authority) deals with conduct issues rather than the Legal Ombudsman which deals with service issues.
You can raise your concerns by contacting the SRA.
Visit: www.sra.org.uk
Call: 0370 606 2555
Address: SRA, The Cube, 199 Wharfside Street, Birmingham, B1 1RN