SENTINEL COMPLAINTS POLICY
COMPLAINTS POLICY
At Sentinel Legal, we are committed to delivering a high standard of legal service to every
client. However, if something has gone wrong – including in relation to your bill – we want to
know.
We take complaints seriously and treat them as an opportunity to learn, improve, and ensure
our clients receive the service they deserve.
How to Make a Complaint
If you are dissatisfied with any part of the service you have received, you can raise a
complaint by contacting us in writing via post or email.
To help us understand and resolve your complaint quickly, please provide:
● Your full name and contact details
● A summary of what you believe went wrong
● What outcome you are seeking
● Your file reference number (if available)
If you need any assistance making your complaint, we will be happy to help.
What Happens Next?
Once we receive your complaint:
● We will record it centrally
● We will acknowledge your complaint in writing within two working days, enclosing a
copy of this policy.
● A senior member of the team, uninvolved in your matter, will conduct a full
investigation. This typically includes:
○ Reviewing your complaint and all relevant documentation
○ Speaking to the team members involved
○ Asking you for further information if needed
We’ll keep you updated as the investigation progresses.
Where appropriate, we may invite you to a meeting to discuss the matter. If you prefer, we
can arrange a phone call instead.
Once our investigation is complete, we will write to you with our findings and set out any
steps we propose to resolve your concerns. We aim to do this within 28 days of
acknowledging your complaint.
If You’re Still Not Satisfied
If you are unhappy with our response, please let us know, we’ll review the matter again.
If you remain dissatisfied, you can escalate your complaint to the Legal Ombudsman, an
independent organisation that investigates complaints about legal services in England and
Wales.
Contact details for the Legal Ombudsman:
● Post: PO Box 6167, Slough, SL1 0EH
● Phone: 0300 555 0333
● Email: enquiries@legalombudsman.org.uk
● Website: www.legalombudsman.org.uk
You must usually contact the Legal Ombudsman:
● Within six months of receiving our final written response, and
● Within six years of the problem occurring, or
● Within three years of becoming aware of the issue
Will It Cost Anything?
● We do not charge for handling complaints.
● The Legal Ombudsman service is free of charge.
● If a bill has been issued and remains unpaid, we may charge interest on the
outstanding amount.
Sentinel Legal Limited
Company Number: 12826774
Registered Office: Harley House, 29 Cambray Place, Cheltenham, England, GL50 1JN
SRA Number: 811792
ICO Number: ZB538549