Regulatory Notice

The information contained in this notice is designed to provide our clients with clear information
about who will be carrying out work on their behalf, how that advice is regulated, how to makea complaint and the protections available to them. All solicitors providing advice through ILA National are practising solicitors who are individually regulated by the SRA and engaged by SAM Solicitors.
We are committed to providing a courteous, timely, high quality legal service at a reasonable cost to our clients. If something goes wrong however, we need you to tell us about it so we can improve our service. If we make a mistake, we want to recognise this and make amends. Consistent with the importance that we attach to any complaint from a client, all complaints are the responsibility of our partner, Vallee. If you have a complaint therefore, please contact: 288 HIgh StreetSutton, Surrey SM1 1PQ

We will write to you within 14 days of receipt, acknowledging your complaint and if necessary to fully understand your complaint, asking you to confirm or explain the details set out. We willrecord your complaint in a central register and open a file for it.Vallee will thoroughly investigate your complaint. This will involve us asking the member(s) of staff or partner(s) who acted for you to report, and thoroughly reviewing the file. He will write toyou with a detailed response to your complaint, including any suggestions for resolving the matter within 28 days, if possible, but in any event as soon as possible. If appropriate, in our full response, we may invite you to meet Vallee at our office to discuss and hopefully resolve your complaint and then write to you to confirm what took place and any solutions agreed with you. If you are not satisfied with the reply to your complaint, you may contact us again, setting out the matters in issue, and we will arrange for a different partner to review the decision. The review will take place within 14 days of you asking us for it. In the interests of objectivity, should a complaint be made against Vallee, another partner would be asked to deal with it instead of her, but otherwise applying this policy

If following any review, you remain dissatisfied you may appeal against its findings to:
The Legal Ombudsman PO Box 15870 Birmingham B30 9EB. Telephone +44 300 555 0333

ILA National s a leading regional law firm with national reach, providing fast, efficient and cost effective legal services

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ILA National iLtd is a limited liability company which is registered in England, and whose registered office address is at 3 Tteachers Way, Melksham Wiltshire SN12 8FA

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Regulatory Notice