Sadik Bugra IslerSolicitor · St Albans

Complaints procedure

Last reviewed 26 October 2026 by Sadik Bugra Isler

I want to give every client a good service. If something has gone wrong, or you are unhappy with my service or my fees, please tell me so that I can try to put it right. Making a complaint is free of charge and will not affect how I handle your matter.

This procedure applies to the legal services provided by Sadik Bugra Isler, solicitor, practising as a freelance solicitor in his own name.

How to make a complaint

You can complain:

  • by email to info@sadikbugra.com, or
  • by post to Sadik Bugra Isler, 2 Victoria Square, St Albans, AL1 3TF, United Kingdom.

It helps if you tell me:

  • your name and contact details, and the matter your complaint relates to
  • what has gone wrong and when
  • what you would like me to do to put things right.

You do not have to use any particular form or wording. If you need any adjustment to make or pursue a complaint, for example because of a disability, please tell me and I will do what I reasonably can to help.

What happens next

Acknowledgement

I will acknowledge your complaint in writing within five working days of receiving it. I aim to resolve complaints within 30 days, and in any event I will send my final response within eight weeks. My acknowledgement will confirm my understanding of your complaint and tell you what will happen next. If anything is unclear I may ask you for more information.

Investigation

I practise on my own, so I will review your complaint personally. I will look at the file and any relevant documents and correspondence. Where it would help, I may offer to discuss the complaint with you by video call or at a meeting.

My final written response

I will send you my final written response as soon as I can, and in any event within eight weeks of receiving your complaint. My response will explain my conclusions and any action I propose to take.

If I cannot resolve your complaint to your satisfaction within eight weeks, I will write to you explaining your right to go to the Legal Ombudsman, the time limits that apply and how to contact them.

The Legal Ombudsman

If you are not satisfied with my final response, or if I have not resolved your complaint within eight weeks of receiving it, you may be able to ask the Legal Ombudsman to look at it. The Legal Ombudsman is independent and its service is free.

Who can use the Legal Ombudsman

Under the Legal Ombudsman's scheme rules, the people who can complain include:

  • individuals
  • micro-enterprises (broadly, businesses with fewer than 10 employees and annual turnover or balance sheet of no more than €2 million)
  • charities, clubs and associations with an annual income, net of tax, of less than £1 million
  • trustees of trusts with an asset value of less than £1 million
  • personal representatives or beneficiaries of an estate, in some circumstances.

Larger businesses and organisations cannot normally use the Legal Ombudsman, but can still complain to me under this procedure. You can check whether you are eligible on the Legal Ombudsman's website.

Time limits

You should ordinarily refer your complaint to the Legal Ombudsman:

  • within six months of the date of my final written response, and
  • no later than one year from the date of the act or omission you are complaining about, or one year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman can extend these time limits where it considers it fair and reasonable to do so. You should normally complain to me first; the Legal Ombudsman will usually expect me to have had up to eight weeks to resolve the complaint before it gets involved.

Contact details for the Legal Ombudsman

Please check the Legal Ombudsman's website for its current opening hours and the latest version of its rules.

Complaints about my bill

If your complaint is about a bill, you may also have the right to object to it by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Strict time limits apply to these applications. If you apply to the court, the Legal Ombudsman may not be able to consider a complaint about the same bill.

Concerns about professional conduct

The Legal Ombudsman deals with complaints about poor service. The Solicitors Regulation Authority (SRA) deals with concerns about a solicitor's professional conduct, for example dishonesty, taking unfair advantage of you, or a breach of confidentiality, or a concern about how money has been dealt with.

If you are concerned about my conduct, you can report it to the SRA:

  • Online: Report a concern about a solicitor
  • Telephone: 0370 606 2555 (from outside the UK: +44 121 820 2250)
  • Post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

You do not have to complain to me first before raising a conduct concern with the SRA. The SRA's website gives its current opening hours.

Complaints about how I use your personal information

If your complaint is about how I handle your personal information, please see my privacy notice, which explains how to raise a data protection complaint with me and with the Information Commissioner's Office.