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.
However, please note that from 1 April 2023 these time limits are changing. From the 1 April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
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.