Our details
‘Zaiwalla & Co’ is the trading name of Zaiwalla & Co Limited which is authorised and regulated by the Solicitors Regulation Authority (663365) and is a company registered in England and Wales (12127938) with its registered offices at Holborn Tower, 137-144 High Holborn, London, WC1V 6PL. We can be contacted in person or by post at the above registered office, or via email at info@zaiwalla.co.uk. Our registered VAT No is 820 7643 39. Any reference to the word ‘Partner’ is either a director of the company, an employee or a consultant with the equivalent standing and qualifications.
Zaiwalla & Co Complaints Handling Procedure
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and they will do their best to resolve any issues at this stage. If you would like to make a formal complaint, then your complaint should be made in writing to our Managing Partner, Leigh Crestohl and sent by post to the firm’s office address at 137-144 High Holborn, London WC1V 6PL or via email to leigh.crestohl@zaiwalla.co.uk. It is helpful if you put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, he can be contacted by phone at 0207 312 1000. If you have special needs which we should take into account due to language or disability, please let us know.
| Action | Timescale |
| Acknowledge the complaint in writing and send a copy of the complaints procedure | Within two working days |
| Invite you to a meeting or to discuss the issues by telephone | Within two working days |
| Confirm the outcome of the meeting or telephone conversation in writing | Within three working days of the meeting/telephone conversation |
| Investigate the issues | Within 14 days of receiving the complaint |
| If a meeting/telephone discussion is not possible or required:Investigate the issues and write to you with the outcome | Within 21 days |
| Review and close the complaint | Within 8 weeks of receiving the complaint |
Legal Ombudsman
If you do not agree with the outcome of our complaints process, or we fail to investigate it within 8 weeks, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The address is PO Box 6167, Slough SL1 0EH, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk
You may alternatively contact the Solicitors Regulation Authority (SRA) if you have concerns as to whether we have breached any of their professional rules for solicitors. These will be found at www.sra.org.uk/solicitors/standards-regulations/principles and the SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham B1 1RN, or by email to contactcentre@sra.org.uk.