Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please contact us with the details. We would normally expect this to be made in writing to Andrew Harrison, Senior Partner, Tallar LLP, 44 Kingscote Road, Edgbaston, Birmingham B15 3JY England or by email to andrew.harrison@tallar.com

What will happen next?

• We will send you a letter or email acknowledging receipt of your complaint and, if necessary, asking you to confirm or explain the details contained within your letter of complaint. We will also let you know the name of the person who will be dealing with your complaint. This will usually be Andrew Harrison. You can expect to receive our letter or email within one week of us receiving your complaint.
• Your complaint will be recorded in our central register within seven days of us receiving the complaint.
• We will then start to investigate your complaint. This will normally involve the following steps:
• Andrew Harrison will ask the member of staff who acted for you to reply to him concerning your complaint within seven days.
• He will then examine the reply and the information in your file. If necessary he may also speak to them. This will take up to seven days from the date he received the file and their reply to the complaint.
• Andrew Harrison will send you a reply to your complaint. This will include his suggestions for resolving the matter. He will do this within seven days of completing the investigation.
• At this stage, if you are still not satisfied, you should contact us again. We will then arrange to review our decision. This will happen in one of the following ways:
•  A meeting with you may be arranged
• Another member of the firm will review Andrew Harrison’s decision within ten days
•  We will let you know the result of the review within seven days of this being completed. At this time we will write to you confirming our final position regarding your complaint and explaining our reasons.
•  If you are still not satisfied, you can then contact the Legal Ombudsman at P O Box 6806 Wolverhampton WV1 9WJ, if you are a person who is entitled to use the service offered by the Legal Ombudsman (details may be found on the website of the Legal Ombudsman listed below). Any complaint to the Ombudsman about our service must be within twelve months of the end of the work we did for you or of you finding out there was a problem and within 6 months after we have give you our final response to your complaint. For further information you should contact the Ombudsman (helpline number 0300 555 0333) or refer to their website at www.legalombudsman.org.uk.
•  If we have to change any of the timescales above, we will let you know and explain why. In any event, we shall endeavour to resolve your complaint within 8 weeks of the time when you first notify us of the problem.
• If your solicitor lies to you, steals from you, shuts down without telling you or breaks the rules published by the Solicitors Regulation Authority, you may take your complaint up directly with that Authority. Details of how to complain are set out on the Authority’s website at www.sra.org.uk.