Our complaints policy

Brar and Co Ltd is committed to providing a high-quality legal service to all our clients on a daily basis. We do however acknowledge that things can go wrong and you may become dissatisfied, if this does happen please tell us about it as this will help us to improve our standards.
We also have a legal responsibility to ensure that we have in place a procedure to deal with any complaint you wish to raise. Therefore if you are dissatisfied as to our standard or quality of service, action or lack of action, your Bill of Costs or anything else then we hope that we can overcome the same.


Our complaints procedure 

If you have a complaint, please contact us with the details. We would recommend you first raise any grievance with your Solicitor/case owner. On occasion, mistakes can simply be a result of a misunderstanding or require a simple explanation. If you feel you cannot resolve the matter directly with your Solicitor/case owner or do not wish to do so, then you should contact Mr Bob Brar, with full details of your complaint.

If your complaint relates to fees levied, then you can follow the advice regarding remuneration on the bottom of your invoice.


What will happen next? 

We will acknowledge your complaint within 5 days enclosing a copy of this procedure and a record of the same will be made on our central register, on the day it is received at our office.

We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mrs Kirstie Lagan, who will review your matter file and speak to the member of staff who acted for you.

We will consider whether to invite you to a meeting to discuss matters. If this is not possible or deemed unnecessary, then we will send you a detailed written response within 21 days of sending you the acknowledgement letter.

If we have to change any of the timescales above, we will let you know and explain why.


Further Action

If you are still not satisfied then you may contact us further so that a mutually appropriate outcome can be negotiated, a meeting to discuss the same organised if deemed appropriate or you can then contact the Legal Ombudsman by telephoning 0300 555 0333, or writing to Legal Ombudsman, PO BOX 6806, Wolverhampton, WV1 9WJ.


In order to ensure we maintain the highest possible quality and to continually provide better services to our clients, we conduct a review of our complaints register annually with the aim of identifying any trends and addressing any problem area identified.