Our Commitment to Quality

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At TMP Law, 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.

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If you are unhappy or concerned about any aspect of the service you have received, or about a bill, you should inform us immediately so that we can do our best to resolve the problem.

 

How to Make a Complaint

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• Informal Resolution: In the first instance, we encourage you to discuss your concerns with the person handling your case, as many issues can be resolved quickly this way.

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• Formal Escalation: If the matter is not resolved informally, or if you prefer not to speak with the caseworker, please contact our designated complaints handling officer:

  • Name: Mr. T. M. Pinidiya, Principal Solicitor

  • Email: thejp@tmplaw.co.uk

  • Requirement: Please put your complaint in writing (via email or letter), detailing the specific issues and your suggested resolution.

 

Our Investigation Procedure

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• Acknowledgment: We will send you a letter or email acknowledging receipt of your complaint within 10 working days of receiving it, enclosing a copy of this procedure.

• Review: Mr. Pinidiya will investigate your complaint. This will involve reviewing your file and speaking with the member of staff who acted for you.

• Response: Within 28 days of sending you the acknowledgment letter, Mr. Pinidiya will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.

• Extension: If a complex investigation requires more time, we will contact you to explain why and agree on a revised date for our response.

• No Fee: There is no financial cost to you for our internal investigation of your complaint.

 

The Legal Ombudsman

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If we are unable to resolve your complaint within 8 weeks through our internal procedure, or if you remain dissatisfied with our final response, you have the right to complain to the Legal Ombudsman.

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The Legal Ombudsman handles complaints regarding service standards and billing.

• Time Limits: The Legal Ombudsman expects you to bring your complaint to them within 6 months of receiving our final written response, and no more than 1 year from the date of the act or omission being complained about (or 1 year from when you should reasonably have known there was cause for complaint).

• Website: www.legalombudsman.org.uk

• Telephone: 0300 555 0333

• Email: enquiries@legalombudsman.org.uk

• Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

 

The Solicitors Regulation Authority (SRA)

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TMP Law is authorized and regulated by the Solicitors Regulation Authority. If your concern relates to a breach of professional conduct or SRA principles—such as dishonesty, fraud, or discrimination—you can report the matter directly to the regulator.

• Website: www.sra.org.uk/consumers/problems/report-solicitor

 

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