Kundert Solicitors LLP Complaints Procedure
Complaints Policy
- We are committed to providing a quality service to all our clients. This is reinforced by the fact that the firm holds the Quality Mark Standard from the Legal Aid Agency in family work.
- We know that however careful we are in dealing with matters things can go wrong. We recognise this and take complaints whether from clients, other professionals or third parties extremely seriously.
- It is only by dealing with complaints promptly, systematically and efficiently that we can hope to maintain quality standards. There will be no charge to you for dealing with your complaint.
The Procedure
- If you have a complaint please contact our Complaints Handler, Andrea Ward at 4 The Quadrant, Coventry, CV1 2EL, telephone no. 024 7622 7741, fax no. 024 7625 1417 or email [email protected]. If that changes we will let you know.
- The complaint will be acknowledged in writing within 48 hours. The acknowledgement will tell you who is dealing with the complaint and send you a copy of this procedure.
- The complaint will be investigated by the Complaints Handler or by a Partner nominated by her. The file will be examined and the Fee Earner dealing with the file will be asked for an explanation of the circumstances giving rise to the complaint.
- We will, as part of our investigation into your complaint, invite you to attend a meeting with us in an attempt to resolve the complaint.
- Within 3 days of any meeting we will write to you to confirm what took place and any solutions agreed.
- If you do not want a meeting or it is not practical for you to attend a meeting, we will send you a detailed written reply to your complaint including any suggestions to resolve the matter within 21 days of the acknowledgement.
- If you are still not satisfied you should contact us again and we will arrange for another Partner, or someone unconnected with the matter, or the firm to review our original decision.
- We will write to you within 14 days of receiving a request for review confirming our position on your complaint and explaining our reasons for doing so.
- Complaining to 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 for 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:
- Within six months of receiving our final response to your complaint, and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaintFull details of the kinds of complaints which the Ombudsman will accept can be found on their website at http://www.legalombudsman.org.uk/. Their address and contact details are PO Box 6167, Slough,SL1 0EH, telephone no. 0300 555 0333, email [email protected].
- You may alternatively contact the Solicitors Regulation Authority (SRA) if you have concerns as to whether we have breached any of their professional rules for solicitors. These will be found at www.sra.org.uk/solicitors/stan
dards-regulations/principles and the SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham B1 1RN, or by email to [email protected].
PLEASE NOTE:
Changes to the above time-scales may take place from time to time.
We will notify you of these together with any explanation of the change.
In addition to our complaint procedure:
We cooperate with the SRA, other regulators, ombudsmen, and those bodies with a role overseeing and supervising the delivery of, or investigating concerns in relation to, legal services.
We respond promptly to the SRA and:
provide full and accurate explanations, information and documents in response to any request or requirement; and
ensure that relevant information which is held by you, or by third parties carrying out functions on your behalf which are critical to the delivery of your legal services, is available for inspection by the SRA.
- The expression ‘Partner’ means a member of Kundert Solicitors LLP (Registered No. OC352668).
Latest Customer Testimonials
Very satisfied with the service it is refreshing in this day and age to come across a company that is efficient and cares about their clients.
“I’d like to thank Sarah and Chloe of the Kundert team for their legal help and support throughout the immensely sensitive situation I was involved with. Also I’d like to thank the barrister appointed by Kundert Solicitors for his representation in court. From the very first meeting Sarah reassured me the matter was in the best possible hands, and she didn’t disappoint throughout the process, her professionalism handling the case has been second to none, while retaining a friendly approach. The best possible outcome was made thanks to the hard work of the entire team and I simply can’t thank you enough for that.”
We had two property sales and our own house purchase completed by Perminder at Kunderts recently. She went to a lot of trouble to make our sales/purchase as easy as possible.
Any issues found during the conveyancing were dealt with quickly and efficiently.
Was a pleasure to deal with Kunderts, as it has been over the years. So we will be back if we need legal support again in the future.
I used Kundert for the conveyancing for the purchase of my first property and was provided with an excellent service from Perminder and Bev, I’m very grateful! Very professional all throughout. They were very proactive with chasing my bank for updates and always on the ball. I was pleasantly surprised because at the beginning of the process, I had heard from a couple of people that I would likely be experiencing delays with Kundert so initially I was hesitant to use them. However I did not find this to be the case at all and cannot identify any date where was a delay on their part. Perminder and Bev were always available and ready to help via email and over the phone. I really appreciate their help and fully recommend their services to anybody requiring a fantastic conveyancing service!
I cannot begin to thank my legal representative, Louise, enough for everything she has done for me throughout my family court case. From the very beginning, she showed unwavering dedication, thoroughness, and a genuine passion for helping me through an incredibly difficult time.
Louise gave so much of her time, always ensuring every detail was handled with care and precision. What stood out the most was how she never treated my case as just another job—she truly cared, and that meant the world to me. Her professionalism, compassion, and commitment went above and beyond anything I expected.
This wasn’t just legal support—it felt like someone was truly in my corner, fighting with me every step of the way. I honestly couldn’t recommend Louise enough.
Thank you from the bottom of my heart.
I’ve been supported by Kundert solicitors for around 7 months and I was very much supported in every step of the way! My paralegal Chloe went above and beyond and I could not thank her enough. Very professional, polite, easy to talk to, honest and HARD WORKING. I would highly recommend this company to support you through your journey! Easy to reach and happy to explain and they will fight your corner until the end and be by your side every step of the way. Hardest journey I’ve been on and having Kundert solicitors by my side and how they treated me with respect dignity and communication I could not of done it without them. If I wasn’t happy with anything or did not understand they were greatly on the ball to respond and resolve and explain when needed. 5 * 100%
Excellent, thankyou very much for all your help. I’ll obviously leave a top review on the survey. You put both mine and my mums mind at ease from the onset.
We have had the benefit and pleasure of working with Kundert Solicitors and specifically Andrea Ward (Partner & Head of Conveyancing), for over eight years. During this time, Andrea has assisted us with several matters, including the buying and selling of our first home, which had an unusual and challenging title, and the purchase of our new home.
Andrea’s approach is exemplary. She is pragmatic, level-headed, and straightforward in her dealings.
What sets her apart is her ability to explain complex matters in simple, clear English, making intricate aspects of conveyancing easy to grasp.
Buying and selling property can be a stressful experience, but Kundert’s makes it manageable.
Their professionalism, combined with the friendly, approachable, and proactive service provided by the team ensure every detail is handled effectively.
We also found their services to be exceptional value for money given their willingness to go the extra mile.
If you’re looking for solicitors who will get the job done efficiently, effectively, and with a personal touch, we strongly recommend Andrea Ward and her team at Kundert Solicitors.
Thank you for your kind attention to my case, and for being approachable at all times. I am pleased with the result. Your staff have also been very helpful, particularly Lyn.
Delighted to have completed in less than 7 weeks! Thank you to all who worked to achieve this. Well done!