Responsive

We can provide you with a 24/7 emergency response call out on 07500 718850.

Professional

We have a team of experienced professionals who will deal with your case with the level of support which it deserves.

Complete

We will support you until your case has been resolved.

Complaint Handling – Our Policy

If you are dissatisfied about the service that you receive you are entitled to complain.  Our overriding objective is to address your dissatisfaction; our Complaint Handling Partner is Kashif Khan.

You can contact him by writing to him at Bandi Sirrah House, 165 Westgate Road, Newcastle upon Tyne, NE15 6PQ or by email at This email address is being protected from spambots. You need JavaScript enabled to view it. or by telephone on 0191 273 5733.

What happens next?
  1. We will write to you acknowledging your complaint within 3 days of receiving it. We will send you a copy of our Complaint Handling Procedure.
  2. We will investigate your complaint. This will normally involve Kashif Khan reviewing your file and speaking to the fee earner who acted for you.
  3. We will record your complaint in our Central Register and open a file for your complaint. We will do this within 2 working days of receiving your complaint.
  4. Kashif Khan will invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgment letter.
  5. Within 3 days of meeting Kashif Khan, he will write to you to confirm what took place and to outline any solutions he has agreed with you.
  6. If you do not want a meeting or a meeting is not possible, Kashif Khan will send you a detailed written reply to your complaint, including his suggestions for resolving the complaint. This will happen within 21 days of sending you the acknowledgment letter.
  7. At this stage, if you are still not satisfied, you can contact us again. We will arrange for another Partner to review the steps taken by Kashif Khan in dealing with your complaint.
  8. We will write to you within 14 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.
Legal Ombudsman

If you are still not satisfied you can contact the Legal Ombudsman. You will need to visit the website  www.legalombudsman.org.uk and complete a complaint form which is available in Word or pdf.  You can send the completed form by email to This email address is being protected from spambots. You need JavaScript enabled to view it.k or by post to PO Box 6806, Wolverhampton, WV1 9WJ

Alternatively for further information you can contact the Legal Ombudsman on 0300 555 0333.

Important notes

  1. The Legal Ombudsman will usually expect you to have tried to resolve your complaint using our own Complaint Handling Procedure and if you complain direct to the Legal Ombudsman you may find that you are referred back to us to use our procedure.
  2. Ordinarily a complainant must refer to the Legal Ombudsman within 6 months of the date of our final written response.
  3. Ordinarily a complainant must refer a complaint to the Legal Ombudsman within one year from the act or omission complained of or within one year from when the complainant should reasonably have known thee was cause for complaint (without taking advice from a third party) whichever is later.
  4. If there are exceptional circumstances the Legal Ombudsman may extend any of these time limits.

Solicitors Regulation Authority

If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit their website.

If you require Client Care Policies please contact Practice Support Manager This email address is being protected from spambots. You need JavaScript enabled to view it..

K K & Co Solicitors

Head Office

165 West Road, Bandi Sirrah House, Newcastle NE15 6PQ

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