It is paramount that we give you a high-quality service and that you are happy with the service that we have provided. 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. Please contact the person who is working on your case 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, then you can read our complaints policy below. Making a complaint will not affect how we handle your case

COMPLAINT POLICY
If you remain dissatisfied after contacting the person who is working on your case, then you should address your complaint in writing providing the background leading up to the complaint and details of concern to the Partner: Palie Singh Manku – palie@sawarn.com

We will acknowledge your complaint within 5 working days. It may be that we will require some further details from you and may request that you attend a meeting to discuss the matter. You do not need to attend the meeting if you do not wish to. As soon as we have the full details of your complaint, we will investigate it. We will complete this investigation within 20 working days unless there are exceptional circumstances, in which case you will be notified of these as well as receive information on when we can complete our investigation. Within 5 working days of us completing our investigation we will send you a detailed response to your complaint. This will include our suggestions for resolving the matter.

If we do not hear further from you within 5 working days of our response, we shall assume the complaint is resolved. If you do not accept our decision, you may be able to ask the Legal Ombudsman to review your complaint. The contact details are below.

Claims Procedure
If you are considering or intending to make a claim against us, then you should send details to Palie Singh Manku whose contact details are shown above. We will send you a letter acknowledging your claim. You can expect to receive this letter within 5 working days of Mr. Manku receiving your claim. This letter will confirm:
• the name, address and policy number of our Insurers.
• whether we intend to deal with the claim ourselves or rely on our Insurers.
• whether we can continue to act for you.
• whether we advise you to seek independent legal advice.

YOUR RIGHTS IF YOU ARE UNSATISFIED
The Legal Ombudsman can help you if we are unable to resolve your complaint. 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.

You can refer to the Legal Ombudsman on the details below:
Legal Ombudsman,
PO Box 6806
Wolverhampton, WV1 9WJ
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

PROFESSIONAL MISCONDUCT OR REGULATORY BREACH
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. In such cases the contact details for the SRA are:
The Solicitors Regulation Authority
The Cube 199
Wharfside Street
Birmingham B1 1RN
Tel: 03706062555
Email: report@sra.org.uk
Website: https://www.sra.org.uk