Regulation of Legal Services
In England and Wales, Oracle Solicitors is the trading name of Oracle Solicitors and Consultants Ltd, Aviation House, 125 Kingsway, Holborn, London WC2B 6NH, Company No 9499565, a company registered in England and Wales and regulated by the Solicitors’ Regulation Authority.
In Northern Ireland, Oracle Solicitors is regulated by the Law Society of Northern Ireland.
Our Complaints Procedure
It is important to us that we provide services of the highest quality to all of our clients. We aim to ensure that any complaints that clients may have are identified and dealt with in accordance with this procedure.
Making a complaint
You can register your complaint with the person dealing with your matter or the Practice Manager who is responsible for ensuring that complaints are handled effectively and in accordance with this procedure.
Investigating your Complaint
- We will acknowledge your complaint within seven days.
- We will conduct a full investigation and an independent review of your matter.
- We aim to respond in full within 28 days. However, if your complaint is of a more complex nature we will require more time but we will let you know when you will receive a full response.
- Will reply to you, usually in writing to tell you our views on your complaint and how we propose to resolve it, hopefully to your satisfaction.
- If you are dissatisfied with the outcome, or the way your complaint has been handled, you may write to the Practice Manager who will make such further investigations as are necessary.
- The Practice Manager will inform you of the conclusions and any alternative proposals to resolve your complaint, usually within 28 days of this being referred to him.
- If still unresolved at this stage, you may take your complaint to the Legal Ombudsman.
The Legal Ombudsman is an independent organisation established by the Legal Services Act 2007, it is ultimately responsible to Parliament. The Legal Ombudsman deals with complaints about the legal profession. You must make any complaint to the Legal Ombudsman within 12 months of the work we have done for you being completed or within 12 months of learning that there was a problem with the service we have provided.
The Legal Ombudsman may:
- Investigate the quality of professional service supplied by a solicitor to a client.
- Investigate allegations that a solicitor has breached rules of professional conduct.
- Express a view on whether a solicitor’s charges are fair and responsible.
The Legal Ombudsman will not:
- Determine whether a solicitor has been negligent.
- Give legal advice or tell a solicitor how to handle a case.
- Review the outcome of a court case.
- Review a decision of the Legal Services Commission (the body that regulates the provision of legal aid).
Before it will consider a complaint the Legal Ombudsman generally requires that the firm’s internal Complaints Procedure has been exhausted. If it is necessary to involve the Legal Ombudsman it may take up to six months from the end of the firm’s procedure; this can be checked at www.legalombudsman.org.uk. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.
The Legal Ombudsman’s address is: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ; telephone, 0300 555 0333; or view their website at www.legalombudsman.org.uk.
Oracle Solicitors is registered with HM Revenue & Customs under number 801 7074 60
Professional Indemnity Insurance
Oracle Solicitors has Professional Indemnity Insurance within England & Wales as required by the Solicitors Regulation Authority of England and Wales.
If you require details of our current insurers please put the request in writing to Mr S.Shan.