Legal Advice in Essex

Complaints Procedure

If you are unhappy with our work or level of service to you, or are concerned about your bill, please get in touch with Ms Ranjo Kulasegaram as soon as possible. We always aim to give our very best to all our clients but realise that we may fall short of what a client expects from us. It is important that we know if this happens so we can learn and improve. We treat every complaint fairly and in line with our procedure set out below.

1. If you are unhappy, please contact Ms Ranjo Kulasegaram as soon as possible with full details of your complaint, including specific dates if appropriate and your proposals for resolving the complaint.

You can:

  • write to Ms Ranjo Kulasegaram at Crimson Phoenix Solicitors, Unit 2.21 Barking Enterprise Centre, 50 Cambridge Road, Barking, IG11 8FG, or
  • email Ms Ranjo Kulasegaram at (In the Subject line please state ‘Complaint against Crimson’ followed by your file reference if you have one).
  • telephone Ms Ranjo Kulasegaram on 020 8591 6500

2. We will acknowledge receipt of your complaint within 2 working days (if sent by email) or within 4 working days (if sent by post) and using your chosen method of communication.

3. We will then fully investigate your complaint and respond to you in full within 14 days of the date of our acknowledgement receipt, again using your chosen method of communication.

4. If you are not satisfied with our response, please let us know why as soon as possible by email or in writing.

5. We will acknowledge receipt of your email within 2 working days or within 4 working days if sent by post and using your chosen method of communication.

6. We will then investigate your complaint further considering your comments and respond to you within 7 days, again using your chosen method of communication.

7. If you are still unhappy with our response, please let us know as soon as possible by email or in writing and we will either (a) arrange to have a meeting with you within 7 days to discuss your complaint with a view to resolving it, or if you do not want a meeting (b) we will ask someone from our firm who is unconnected to your complaint to review your complaint and the responses.

8. We will then email and write to you within 14 days of our meeting/independent review setting out our final response and our reasoning.

9. We will let you know if we have to change any of the above timescales and our reasons why.

If 8 weeks have passed since the date your complaint was raised to us, and it is still unresolved, you can have it investigated by the Legal Ombudsman. The Legal Ombudsman is an independent body that deals with complaints against legal services providers regarding poor work or service levels, including billing.

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 a final response to your complaint and

  • no more than six years from the date of act/omission; or
  • no more than three years from when you should have reasonably known there was cause for complaint.

You can contact the Legal Ombudsman:

  • in writing at Legal Ombudsman, P. O. Box 6806, Wolverhampton, WV1 9WJ
  • by telephone from Monday to Friday between 10:00am and 4:00pm on
    • 0300 555 0333
    • +44 121 245 3050 (if calling from overseas)
    • 18001 0300 555 0333 (NGT Lite)
    • 18002 0300 555 0333 (Minicom Text Phone)
  • by email at

You can find out more information on the Legal Ombudsman by visiting its website at

If your complaint relates to a solicitor’s behaviour or if you think they have acted dishonestly or discriminated against you, then you can raise your complaint directly with the Solicitors Regulation Authority. We hope that you will never have any cause to complain on these issues, but if you do, we ask that you kindly provide us with the opportunity to resolve this before you approach the Solicitors Regulation Authority.

You can contact the Solicitors Regulation Authority :

  • in writing at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
  • by telephone from Monday to Friday between 08:00am and 5:00pm (except Tuesday is between 09:30am and 5:00pm) on 0370 606 2555 (if calling from within the UK) or +44 (0)121 329 6800 (if calling from outside the UK)
  • by email at

You can find more information about complaining to the Solicitors Regulation Authority at


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