Complaints Process

Most problems can be resolved at this early stage, but if you are not satisfied by the response to your problem then the next stage is to send an email or letter to the Head of Department. Within 3 days the Head of Department will send a letter to you confirming that he/she is dealing with the complaint, providing a timetable in which the complaint will be dealt with. The complaint will be investigated and responded to within 14 days. This will allow time for the Head of Department to consider the file, interview the lawyer(s) concerned and then write to you with a response. If the matter is complex it may take longer to deal with your complaint. If this is the case the Head of Department will contact you within 14 days to give you an approximate timescale of when you can expect a response. If we believe it will be helpful, we may suggest a meeting with you. If, following the investigation by the Head of Department, you remain dissatisfied with the response then you may ask for your complaint to be referred to the Senior Partner who will follow the same method and timescales to consider your complaint as mentioned above. If there are circumstances which make it difficult for you to make a complaint in writing, please call the firm on for assistance. If the bill is in dispute you can, after following the above internal complaints procedure, apply for an assessment of the bill under Part III of the Solicitors Act 1974.,

• Concerns about a solicitor's conduct: If you believe a solicitor has acted dishonestly, committed fraud, or engaged in other misconduct, you can report them to the SRA.
• Failure to meet standards: If you believe a solicitor has failed to meet the required standards of professional conduct, you can make a complaint.
• Breaches of the SRA Code of Conduct: If you have complained to your solicitor about a breach of the SRA Conde of Conduct and are not satisfied with their response, you can report them to the SRA.
There's no set time limit for reporting concerns about a solicitor or firm to the SRA, but reporting them as soon as possible is recommended to aid in gathering evidence. To make a complaint, please use the following link on the SRA website and follow the instructions: https://www.sra.org.uk/consumers/problems/report-solicitor

We at Paris Smith LLP are committed to understanding and delivering the outcomes that our clients require. We aim to do this by providing a professional, efficient service that leaves you feeling positive about your experience of using the firm. If for any reason you feel that we have failed to achieve this we invite you please to tell us. Any expression of dissatisfaction about our service will be taken very seriously and we will carefully and fairly consider the particulars and will respond promptly and free of charge. It is our aim to learn from any such situations and continually improve the way we provide our service to ensure we can meet all our clients' expectations.