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Standard Complaints Procedure

Our commitment to resolving your concerns

Our Commitment to You

At Nara Solicitors, we are committed to delivering exemplary service, characterised by our profound legal acumen, and addressing your inquiries with promptness and precision. We understand the importance of your legal matters to you and strive to handle them with the utmost care and professionalism.

We treat all complaints seriously and will deal with them promptly, fairly, and free of charge. Our complaints procedure is designed to resolve your concerns as quickly as possible and to improve our services.

What Is a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our service that you would like us to address. You do not need to use the word "complaint"; simply let us know if you are unhappy with any aspect of our service.

Our Internal Complaints Procedure

If at any point you feel dissatisfied with the service provided, please follow the steps below:

Step 1: Raise Your Concern Informally

In the first instance, we encourage you to discuss your concerns with the staff member handling your matter. Many issues can be resolved quickly at this stage.

Step 2: Formal Complaint to Complaints Handler

If your concern is not resolved informally, or you prefer to make a formal complaint, please contact our designated complaints handler:

Contact Ravina:

You may make your complaint by telephone, email, or in writing. Upon receipt of your complaint:

  • We will acknowledge your complaint within 2 working days
  • Your complaint will be recorded in our central complaints register
  • Ravina will investigate the matter, which may include reviewing your file, speaking with the fee earner involved, and contacting you for further details
  • We will send you a substantive response within 14 working days of acknowledgement, setting out our findings and any proposed resolution

Step 3: Escalation to Principal

If, after Ravina's review, you feel the matter has not been resolved to your satisfaction, you may escalate the complaint to Sukhvinder Nara, Principal of the firm.

Contact Sukhvinder Nara:

Sukhvinder will independently review the complaint and provide a final written response within 8 weeks of the date of your original complaint. This response will include:

  • A summary of your complaint
  • A description of the investigation carried out
  • Our findings and conclusions
  • Any proposed remedy or action
  • Details of how to escalate to the Legal Ombudsman if you remain dissatisfied

Legal Ombudsman

The Legal Ombudsman (LeO) is an independent body set up to deal with complaints about the service received from a legal services provider. If you remain dissatisfied following our internal review, or if we have not resolved your complaint within eight weeks, you have the right to refer your complaint to the Legal Ombudsman.

You must refer your complaint to the Legal Ombudsman within the following timeframes:

  • Within 6 months of receiving the firm's final written response to your complaint
  • No later than 1 year from the date of the act or omission being complained about, or within 1 year of when you should reasonably have known there was cause for complaint

Legal Ombudsman Contact Details:

Solicitors Regulation Authority (SRA)

The SRA deals with complaints about a solicitor's conduct or behaviour, rather than the quality of service. You may contact the SRA if you have concerns about matters such as:

  • Dishonesty or lack of integrity
  • Misappropriation of client funds
  • Discrimination or unfair treatment based on protected characteristics
  • A failure to comply with the SRA Standards and Regulations

You can raise a concern with the SRA at any time; you do not need to complete our internal complaints process first.

SRA Contact Details:

Regulatory Information

Nara Solicitors Ltd is authorised and regulated by the Solicitors Regulation Authority (SRA Number: 8006464). You can verify our regulatory status on the SRA Digital Register.

This complaints procedure was last reviewed in March 2026 and is published in accordance with Rule 2 of the SRA Transparency Rules.