Complaints Procedure

We are committed to providing you with a high-quality legal service. If you are not happy with our service, please tell us immediately. We will take your grievance seriously, and we aim to find a satisfactory solution.

1. We recommend speaking with the solicitor who acts for you in the first instance. An open discussion might resolve the issue.
2. If you do not want to speak with the person responsible for your case or you are not happy with the outcome, please raise your complaint with our complaint manager, Claudia Stark, either by phone on 07968 904880 or by e-mail at claudia.stark@gentilistark.com
3. We will acknowledge receipt of your complaint in writing within two working days of receiving it.
4. We will then investigate your complaint. We will speak with all members of staff who were involved in the conduct of your matter, and we will review your file.
5. Within 5 working days of sending you the acknowledgement, our complaints manager will invite you to a meeting to discuss your grievance. We would like to understand your reasons and aim to resolve your complaint. If you do not want to come or you are unable to go to the meeting, we may discuss the matter over the phone or video call.
6. Within 5 working days, we will write to you confirming what took place in the meeting or phone call and outline any solutions we have agreed with you. We will aim to find a fair and satisfactory outcome.
7. If you are still not happy, please get in touch with us again, and we will arrange for someone else at our company who is not connected to your case to review your grievance and the solution we offered. We hope that we are in a position to resolve the matter.
8. Within 14 working days of receiving your request for a review, we will inform you in writing about our final position and outline our reasoning. 
9. If you are then still not satisfied, you can contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk
10. You can also contact the Solicitors Regulation Authority if you feel we have not treated you fairly or are concerned about our conduct.