Complaints

Scala Legal – Complaints Policy

At Scala Legal, delivering excellent client service is central to everything we do. However, if at any point you are unhappy or concerned about the service provided, we encourage you to let us know immediately so we can address the issue promptly and fairly.

Step 1 – Raise the issue informally

In the first instance, please contact me directly to discuss your concerns. Many issues can be resolved quickly through clarification or discussion. You can reach me via:

  • Email: prash.chavda@scala.legal

  • Phone: 07780 654774

  • Post: Scala Legal, 71-75 Shelton Street, London, England, WC2H 9JQ

Step 2 – Formal complaint

If you are not satisfied after our initial conversation, or would prefer to raise the matter formally, the complaints process will depend on which law firm is handling your matter, as Scala Legal operates as a consultant solicitor through both Setfords Solicitors and Taylor Rose MW.

Please refer to your client care letter to confirm which firm is instructed on your matter, and follow the appropriate complaints procedure:

If your matter is being handled under Setfords Solicitors:

You can view the full Setfords Complaints Procedure here:
www.setfords.co.uk/complaints

You may also complete the Setfords Complaints Form via the same link.

If your matter is being handled under Taylor Rose MW:

You can view the full Taylor Rose Complaints Procedure here:
www.taylor-rose.co.uk/our-policies

Please be assured that raising a complaint will not affect the handling of your case, and there is no charge for time spent investigating or responding to complaints.

What happens if we cannot resolve your complaint

If we are unable to resolve your complaint through the internal process of the relevant law firm, you may be entitled to refer the matter to the Legal Ombudsman, who investigates complaints independently and impartially.

You can contact the Legal Ombudsman via:

  • Phone: 0300 555 0333 (Monday to Friday, 9am–5pm)

  • Email: enquiries@legalombudsman.org.uk

  • Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

  • Website: www.legalombudsman.org.uk

Please note:

  • Complaints should be referred to the Legal Ombudsman within one year of the act or issue, or within one year of when you became aware of it.

  • You must also contact the Ombudsman within six months of receiving the law firm’s final response.

Concerns about professional misconduct

If your concern involves serious issues such as dishonesty, discrimination, or financial misconduct, you may also report the matter to the Solicitors Regulation Authority (SRA).

You can find more information about reporting to the SRA here:
www.sra.org.uk/consumers/problems/report-solicitor