On Yin Li Solicitor
Complaint Policy
My commitment to you
On Yin Li Solicitor is committed to providing a high standard of service. If at any point you are unhappy or concerned about the service provided — whether about the work done, the bill, or the way your matter has been handled — please contact On Yin Li Solicitor as soon as possible so that any concerns can be addressed. Making a complaint will not affect the way your matter is handled.
How to make a complaint
Please contact On Yin Li Solicitor in writing, setting out the nature of your concern and the outcome you are seeking. You may do so by email or post:
Post
On Yin Li Solicitor, Sterling House, 6–10 St Georges Road, Wimbledon, SW19 4DP
On Yin Li Solicitor will:
• acknowledge your complaint within five business days of receiving it; and
• provide a full written response, or a written progress update if the matter requires further investigation, within eight weeks.
Complaints are handled promptly, fairly, and free of charge.
If your complaint is not resolved — the Legal Ombudsman
If On Yin Li Solicitor is unable to resolve your complaint to your satisfaction, you may refer it to the Legal Ombudsman, an independent body that deals with complaints about legal services. The Legal Ombudsman will require you to have gone through On Yin Li Solicitor’s complaints procedure first.
To be accepted for investigation, your complaint must be referred to the Legal Ombudsman:
• within one year of the date of the act or omission giving rise to your complaint; or
• within one year of the date on which you realised there was cause for complaint; and in either case,
• within six months of receiving On Yin Li Solicitor’s final written response to your complaint.
Please note that the Legal Ombudsman may not investigate complaints from certain types of business client. If you are unsure whether this applies to you, please contact the Legal Ombudsman directly or ask On Yin Li Solicitor.
Website
Telephone
0300 555 0333 (Monday to Friday, 9.00am to 5.00pm)
enquiries@legalombudsman.org.uk
Post
Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
If you have concerns about professional conduct — the Solicitors Regulation Authority
If you are concerned that On Yin Li Solicitor has acted in breach of the SRA Standards and Regulations — for example, by acting dishonestly, mishandling your money, or treating you unfairly — you may report this to the Solicitors Regulation Authority (SRA). On Yin Li is regulated by the Solicitors Regulation Authority (SRA No. 8006709). There is no time limit for raising a conduct concern with the SRA.
Website
www.sra.org.uk/consumers/problems/report-solicitor/
Professional membership standards
On Yin Li Solicitor is an associate member of the Society of Trust and Estate Practitioners (STEP) and a full member of the Society of Will Writers (SWW). If you consider that the service provided has fallen below the professional standards set out by either body, you may also raise a concern with them:
• STEP: www.step.org/professional-standards/making-complaint
• SWW: https://www.willwriters.com/public/making-a-complaint/
These routes are in addition to, and do not replace, the Legal Ombudsman and SRA routes described above.
On Yin Li Solicitor — regulated by the Solicitors Regulation Authority (SRA No. 8006709)