COMPLAINTS PROCEDURE

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.


In the first instance please contact William Kanaan to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, please telephone or write to William Kanaan setting out the following details

A)    Full name and address.
B)    Full contact details.
C)    Nature of complaint. E.g. Quality of service, 
negligence, rudeness, delay in

response, amount invoiced etc.
D)    Precise details of complaint including relevant dates
and statements of fact.
E)    Include any other relevant information.
F)    Desired outcome. E.g. apology, damages, reimbursement etc.  
G)    Date and sign complaint.

 

Within 30 days of receipt of complaint (“Initial Period”), or 30 days from receipt of further information if requested by us within the Initial Period, William Kanaan will contact you with a full and substantive response answering your complaints.
 

Making a complaint will not affect how we handle your case.

 

The Solicitors Regulation Authority can help you 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.

 

You can raise your concerns with the Solicitors Regulation Authority.

 

What do to if we cannot resolve your complaint

 

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 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

In addition to the above, if you are a client and we have made a contract with you by electronic means, you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr.  Our contact email address is as above.