Complaints procedure
If something has gone wrong
We would rather hear about a problem early, while it can still be fixed, than read about it later. Complaining costs you nothing, it does not affect how your matter is handled, and every complaint is answered in writing.
Who you are complaining to
Your contract for legal services is with Taylor Rose Limited, which is authorised and regulated by the Solicitors Regulation Authority. Yelda Rashid is not a law firm herself, so a complaint about your matter is a complaint to the firm, and the firm's own complaints procedure applies to it.
You can raise it with Yelda Rashid directly first, and most things are resolved that way. You do not have to, and nothing below depends on your having done so.
How to make a complaint
- Tell us what has gone wrong, when it happened, and what you would like us to do about it. In writing is better — not because we require it, but because it fixes the detail while it is fresh.
- Send it to Taylor Rose’s Client Care Team at the email address below. You can also hand it to Yelda, who will pass it on. You can also complain by speaking to us; you may be asked to put it in writing.
- We acknowledge your complaint within 7 days, and it is investigated impartially.
- We write to you with our conclusions and what we propose to do — and, if we have got something wrong, how we will put it right — within 28 days. If the complaint is complex we tell you and give you a later date, which is never more than 8 weeks from your complaint.
- If you are unhappy with the answer or with how your complaint was handled, you can ask for it to be reviewed by Taylor Rose’s Head of Client Care, at the same email address.
- Who deals with it
- Taylor Rose’s Client Care Team, and the Head of Client Care if it is escalated
- Client.Care [at] taylor-rose.co.uk
How long we have
Making a complaint is free. We do not charge for the time spent dealing with it, and it makes no difference to the fee on your matter.
Taking it to the Legal Ombudsman
The Legal Ombudsman deals with complaints about the service you have received from a law firm. Its service is free to you. You must complain to us first and give us the chance to put things right — but you do not have to accept our answer.
- Telephone
- 0300 555 0333
- enquiries [at] legalombudsman.org.uk
- Post
- PO Box 6167, Slough SL1 0EH
The Legal Ombudsman can take complaints from individuals and from very small businesses, charities, clubs and trusts, and from the personal representatives or residuary beneficiaries of an estate. If you are unsure whether it can take yours, ask it — not us.
Taylor Rose does not agree to use an alternative complaints body. Approved bodies such as Ombudsman Services, ProMediate and Small Claims Mediation can deal with complaints about legal services if both sides agree; Taylor Rose says it may reconsider if you ask it to.
Reporting conduct to the SRA
The SRA is a different route and answers a different question. It does not deal with poor service, delay or the size of a bill — that is the Legal Ombudsman. The SRA deals with behaviour: dishonesty, taking or losing your money, discrimination, or a serious breach of its rules.
- Telephone
- 0370 606 2555
- Post
- Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN
Complaints about your personal data
If your complaint is about how your personal information has been handled, our privacy notice explains what we do with it and the rights you have. You can also complain to the Information Commissioner's Office at https://ico.org.uk/ (opens in a new tab) or on 0303 123 1113, though we would rather you raised it with us first so we can fix it.