At Gray’s Defence Solicitors we are committed to providing a high-quality legal service to all our clients. If something goes wrong, we need you to tell us about it. This helps us to maintain and improve our standards.

In the first instance, we encourage you to raise any concerns with the person handling your case, as many issues can be resolved quickly at this stage.

If you remain unhappy with any aspect of our service or about a bill, please contact us:

Gray’s Defence Solicitors
Suite 35
The Park Lane Centre
Pakington Street
Bradford
BD5 0LN

SRA Number: 839473

Telephone:01274 072055
Email: enquiries@grayssolicitors.org

We have a formal procedure in place which is outlined below.

Our Complaints Procedure

1. Acknowledgement
We will send you a written acknowledgement of your complaint within three days of receiving it, together with a copy of this procedure.

2. Investigation
Your complaint will be investigated. This will normally involve a review of your file and discussions with the member of staff who acted for you.

3. Meeting with the Complaints Manager
Your complaint will be passed to Mr Khan, our Complaints Manager, who will invite you to a meeting to discuss your concerns and work towards a resolution. This will usually take place within 14 days of our acknowledgement letter.

4. Written Outcome
Within three days of the meeting, Mr Khan will write to you to confirm what took place and any solution that has been agreed.

5. Written Response (if no meeting takes place)
If a meeting is not possible or you do not wish to attend, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of our acknowledgement.

6. Review Stage
If you are still not satisfied, you may request a further review by another senior member of the firm.

7. Final Response
We will write to you within 14 days of receiving your request for a review, confirming our final position and explaining our reasons.

Legal Ombudsman

If you are not satisfied with our final response, you may ask the Legal Ombudsman to consider your complaint.

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone:0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website:www.legalombudsman.org.uk

The Legal Ombudsman expects complaints to be made:

  • within one year of the act or omission complained about, or

  • within one year of you becoming aware of the issue

You must also refer your complaint to the Legal Ombudsman within six months of our final response.

Complaints Policy