Complaints Procedure

We are committed to providing high quality legal advice and client care. If you are unhappy about any aspect of the service you have received or about our charges, please contact Mrs Evelyn Ndirika, the person responsible for handling complaints in this office.
Methods of contact:
0208 902 6110
79 College Road, Harrow, Greater London, HA1 1BD

When making your complaint we would ask that you ensure you provide us with:

  1. your full name, address, and your TLS reference number
  2. full details of your complaint(s); and
  3. any proposals you have for dealing with your complaint(s) or other remedies

Mrs. Ndirika will investigate and contact you regarding your complaint. If you are not satisfied following Mrs. Ndirika’s handling of your complaint, you may ask for a review, take your complaint to an Alternative Dispute Resolution agency or contact the relevant regulatory body. If you have a service complaint this will be the Legal Ombudsman, if it is a conduct complaint this will be the SRA.

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman or the SRA. Equally if you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman or the SRA Regulation to consider the complaint.

The Legal Ombudsman can be contacted by post (Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ) or by telephone (0300 555 0333).

You may contact the Legal Ombudsman after 8 weeks if your complaint remains unresolved. Please also note that the Legal Ombudsman will not normally consider your complaint unless it meets the following three conditions:

  1. The problem, or when you found out about it, happened after 5 October 2010.
  2. You are referring your complaint to the Legal Ombudsman within 6 years of the problem or within 3 years from when you found out about it.
  3. You are referring your complaint to the Legal Ombudsman within 6 months of our final response.

You have the right to complain free of charge to the SRA about an issue of misconduct of an SRA authorised solicitor. Complaints must be made within 12 months of the event that gave rise to the complaint or within 12 months of your becoming aware and having knowledge of the events, whichever is the later. The contact details of the SRA are as follows:

Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN), telephone (0370 606 2555).

As an SRA authorised body, Templeton Legal Services has in place qualifying Indemnity Insurance as a condition of practice.

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