Complaints Policy

Last Updated: 7 August 2025

At SFR Solicitors, we are committed to providing a high-quality and compassionate legal service. If something goes wrong or you are unhappy with our service, we want to hear from you. Your feedback helps us improve and ensures we address any concerns fairly and promptly.

1. How to Raise a Complaint

You can raise a complaint with us by:

• Email: info@sfrsolicitors.com
• Phone: +44 1234 943 111
• Post:  124-128 City Road, London, England, EC1V 2NX City Road, London, EC1V 2NX

Please provide:

• Your name and contact details
• A description of your concern
• What outcome you are seeking

If you require assistance making a complaint (e.g. due to disability, language, or literacy), please let us know and we will support you.

2. What Happens Next

• We will acknowledge your complaint within 5 working days.
• Your complaint will be reviewed by a senior member of staff or a director.
• We aim to provide a full response within 15 working days. If it will take longer, we will let you know why and give you a new timeframe.
• You will receive a written explanation of our findings and any actions we will take to resolve the issue.

3. If You Are Still Unhappy

If we have not resolved your complaint to your satisfaction within eight weeks, or if you are dissatisfied with our final response, you may refer the complaint to the:

Legal Ombudsman
Website: www.legalombudsman.org.uk
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Time Limits for Complaints to the Ombudsman:

• Within six months of our final response, and
• No more than one year from the date of the issue or when you became aware of it.

4. Complaints About Conduct or Breaches of Rules

If you believe we have acted dishonestly, unfairly, or breached the SRA Standards and Regulations, you can report us to:

Solicitors Regulation Authority (SRA)
Website: www.sra.org.uk/consumers/problems

5. Recording and Learning from Complaints

We record all complaints we receive and regularly review them to identify trends and areas for improvement.

6. Support for Vulnerable Clients

We understand that many of our clients may be dealing with trauma, stress, or disability. We handle all complaints with sensitivity and will make reasonable adjustments to support you throughout the process.