Tilson Solicitors Complaint procedure

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Complaints procedure

 Tilson solicitors wants to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we provided then you should inform us immediately so that we can do our best to resolve the problem.

Whenever possible, please raise any initial client care problems with the person acting on your case to give them the opportunity of resolving matters with you.

Often, matters can be quickly resolved in this way. Making a complaint will not affect how we handle your case.

If the complaint is not resolved with the person acting in your case, you should contact Mr Shakeel Shah, who is responsible for the supervision of the matter in question .

Mr Shah will be your point of contact during the complaints process. 

The following information should be included in your letter/email:

(a) confirmation that you are making a complaint under Tilson solicitors complaints policy;

(b) your full name and contact details;

(c) details of why you are dissatisfied with the service provided;

(d) your desired outcome from the complaint.

Following receipt of the formal complaint, we will reply to you within 4 days Acknowledging the complaint in writing and enclosing a copy of this procedure.  

Investigate the issues within 14 days of receiving the complaint. This normally involves passing the matter to Mr Shah, a senior solicitor, who will review the file and speak to the solicitor having conduct of your matter.

We may ask for additional information in order to progress our investigation into your complaint.

On the conclusion of the investigation, a senior solicitor will then Invite you to a meeting to discuss the issues and hopefully resolve the complaint. Within three working days confirm the outcome of the meeting in writing

Within 21 working days after investigating the issues we will write to you the outcome Review and close the complaint Within 8 weeks of receiving the complaint if the matter is resolved.

If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint about investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

Please note that The Legal Ombudsman scheme time limits for complaints

They can look at complaints if:

  • It happened within six years of the problem happening;
  • It happened within three years from when you found out about it;
  • You referred your complaint to the Legal Ombudsman within six months of your service provider’s final response.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ


The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.   You can raise your concerns with the Solicitors Regulation Authority.

Tilson solicitors limited
Suite 409,Mayfairpoint, 34 South Molton Street,London W1K 5RG  | Phone: 0208 911 8841 |
Email: shakeel@tilsonsolicitors.com |
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