Mon - Fri 9am - 5pm | Sat by appointment only +44 (0)121 714 8400

Our Charter

We are committed to you as our valued client.

  • Give clear professional legal advice and consistent client care throughout your case;
  • Be welcoming, approachable, caring and treat you with respect and equality;
  • Attentively listen and understand what matters to you and your desired outcome/s;
  • We aim to provide you with legal solutions to give you peace of mind;
  • Liaise and communicate with you in plain English, keeping legal jargon to a minimum so that  that you understand the legal issues in your case, how it is being progressed and processed;
  • Provide a full explanation, options and advice to enable you to make your own decisions;
  • Continually keep you informed as to your case and provide you with regular updates;
  • To return your telephone calls as soon as reasonably possible;
  • We aim to respond to emails, letters within a reasonable time period;
  • Look to be transparent on costs from the start and throughout your transaction, we will continue to keep you updated as to likely charges and/or unusual or anticipated costs (at least every 6 months).
  • Be attentive to your goals, outcomes and work collectively with you towards them
  • Provide support, advice and assistance throughout adhering to the SRA and firm’s principles
  • Give us clear, timely and accurate instructions throughout your matter and notify us of any changes swiftly as possible relating to your position or instructions;
  • Adhere and respond to our requests for information courteously and quickly;
  • Consider our advice carefully and act upon it in order to help us to progress your matter;
  • Kindly pay our invoices on time and within 14 days to avoid any delay in your transaction;
  • If you have any concerns with our service, things not going as you thought, then let us know.

Kindly give us feedback so we can further improve our services.

If you are not satisfied with our service then we refer you to the Complaints Policy below.

Complaints policy

The firm is committed to providing a professional and good quality legal service to all its clients. If you have any issues you need to tell us right away as this will help us to resolve any concerns you may have and help improve our standards.

If you have a complaint, please take it up with the solicitor responsible for your matter or our Director, Mr Herkomal Singh Patara, who can be contacted by email on [email protected] or by post at Astraea Hercules, Apex House, Edgbaston Road, Birmingham, B15 2TR.

The procedure for your complaint is as follows:-                                                              

  1. We will acknowledge your complaint in writing within five days of receiving it.
  2. 2We shall then investigate your complaint which will involve our Director reviewing your file and speaking to the staff team member who acted for you.
  1. Within 14 days of sending you a letter acknowledging your complaint, our Director will send you a detailed letter responding with any suggestions for resolving the matter. Within this 14 day period the Director might invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting in person or it is not possible for you to attend, he may arrange to discuss the matter with you on the telephone.
  1. Once a full response has been sent to you, if you are still not satisfied you should contact the Director and he shall try to have another solicitor in the firm, not connected with the matter review the decision (if the grievance is with the Director). If the matter is reviewed further, then within 14 days of your request we shall send you a final response and explain our reasons. If the above timescales need to change, we will let you know and explain why.
  1. The firm keeps a register of all complaints in order to monitor and improve our service.
  1. Finally, if you are still dissatisfied, you can contact the Legal Ombudsman about your compliant at:-

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

Any complaint to the Legal Ombudsman must be made within 6 months of the date of our final written response.  You should contact the Legal Ombudsman on 0300 555 0333 or at [email protected]. for further information you may require.

  1. Kindly note that if a complaint cannot be resolved, you may wish for it to be referred to a alternative dispute resolution organisation/body who use certified providers. We do not have to agree to such a request, as you can refer your matter to the Legal Ombusdman and furthermore this service is not available to businesses, only consumers.

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+44 (0)121 714 8400

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