Complaints Policy

We want to give you the best possible service. We are committed to delivering excellent service to our clients. Our goal is to constantly enhance what we offer, including learning from our mistakes to ensure continuous improvement.

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.

If you have a complaint, please raise the problem with our complaints handling representative, Yogita Sharma, on 0161 8200 789 or by email to Yogita Sharma at: yogita@arkasolicitors.co.uk

Alternatively, in the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure noted below. Making a complaint will not affect how we handle your case.

What Will Happen Next

We will acknowledge receipt of your complaint in writing within two working days of receiving it, enclosing a copy of this procedure.
Our complaints handling representative will then investigate your complaint by reviewing your file and speaking to the member(s) of staff who acted for you.
Within ten working days of sending you the written acknowledgement, our complaints handling representative will reach out to schedule a meeting to discuss and resolve your complaint. The meeting can be conducted via video conference, phone call, or in person, depending on your preference. We will work with you to find a suitable time based on your availability.
Following the meeting, our complaints handling representative will write to you within three working days to confirm the discussion and solution we have agreed with you
If you are unable to attend a meeting, we will send you a detailed written response, outlining the proposed solution to resolve the matter, within fourteen working days from the date we acknowledge receipt of your complaint, as mentioned in paragraph 1 above.
If you are satisfied that with our written response, that will be the end of the matter. However, if you are still not satisfied, you should contact us again and we will arrange for another person within the firm to review the decision.
We will write to you within fourteen days of receiving the request for a review, confirming the firm’s final position on your complaint and explaining our reasons.

Please note, we will not charge for the time taken to resolve a complaint.

What To Do If We Cannot Resolve Your Complaint

We have eight weeks to consider your complaint. If we have not resolved your complaint within eight weeks, you may be able to complain to the Legal Ombudsman. 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 act or omission being complained about; or
No more than one year from the date when you should reasonably have known that there was cause for complaint. For more information contact the Legal Ombudsman.

What To Do If You Are Unhappy With Our Behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.