We want to give you a good service. If something has gone wrong, please tell us so we can put it right. 1. How to complain Tell us what went wrong and what you would like us to do. You can contact us by: Email: info@khs360.co.uk, with “Complaint” in the subject line Post: Complaints, KHS Investments and Legal Ltd, First Floor, 14–15 Brunswick Place, Southampton SO15 2AQ Phone: 023 8155 0370 Your complaint will be handled by [name and role of the person responsible for complaints]. 2. What happens next We will acknowledge your complaint in writing within [5 working days]. We will look into it, which may include reviewing your file and speaking to the people involved. We will send you a full written response, setting out our findings and any action we will take, within 8 weeks of receiving your complaint. Making a complaint will not affect how we handle your matter. There is no charge for handling complaints. 3. If you are still not satisfied Where you can take your complaint next depends on who carried out the work. Work carried out by KHS KHS is an unregulated firm, so complaints about services provided by KHS itself cannot be taken to the Legal Ombudsman or the Solicitors Regulation Authority. If our response doesn't resolve your complaint, you may be able to use mediation, or make a claim through the courts. Immigration or lease work by a solicitor or RFL we referred you to KHS only refers you for this work and is not involved in it. Complaints about that work should go to the solicitor or RFL you instructed. If you're unhappy with their response, you can complain to the Legal Ombudsman. You should usually complain to the solicitor or RFL first and allow them 8 weeks to respond. You must contact the Legal Ombudsman: within six months of receiving a final response to your complaint, and within one year of the problem happening, or of when you found out about it. Legal Ombudsman: PO Box 6167, Slough SL1 0EH · 0300 555 0333 · enquiries@legalombudsman.org.uk · www.legalombudsman.org.uk If you are concerned about a solicitor's or RFL's conduct, for example dishonesty or a breach of confidentiality, you can report it to the Solicitors Regulation Authority at www.sra.org.uk. Work by lawyers in our India network Complaints about the conduct of an advocate in India can be raised with the State Bar Council where the advocate is enrolled. We will give you their details on request. Data protection Complaints about how we use your personal data can be made to the Information Commissioner's Office. See our Privacy Policy.
