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Your complaint to the SRA

Updated: Jun 10, 2023

Your complaint to the SRA


from: Shantanu Panigrahi <>


date: 9 Jun 2023, 16:08

subject: Fwd: Your complaint to the SRA


Dear Martin Tolhurst

Further to this correspondence, I have since received an email of the report of the Solicitors Regulation Authority that you should find self-explanatory.

Yours sincerely

Dr Shantanu Panigrahi

3 Hoath Lane



Kent ME8 0SL

United Kingdom

Tel: 07967789619

Automatic reply: SEO Packages


from: enquiries <>

to: Shantanu Panigrahi <>

date: 9 Jun 2023, 14:40

subject: Automatic reply: SEO Packages


Signed by:

security: Standard encryption (TLS) Learn more

Many thanks for your enquiry, we are most grateful to you for contacting us and your enquiry is important to us. A member of our New Enquiries team will be in touch with you shortly.

With thanks,

Martin Tolhurst Solicitors

---------- Forwarded message ---------

From: Sean Kent <>

Date: Fri, 9 Jun 2023 at 14:55

Subject: Your complaint to the SRA

To: <>

Sensitivity: General

Dear Dr Panigrahi

I have completed a review of your complaint about our service. Please find attached a letter explaining my findings. At the end of the letter are details of the next step available to you should you wish to seek an independent review of our conduct and dealings with you.

Yours sincerely

Sean Kent

Corporate Complaints Officer

Corporate Complaints Team

Solicitors Regulation Authority

For information on how we handle your personal data, see our privacy notice.

This email is intended for the addressee only. This includes any attachments. Its unauthorised use, further processing, storage or copying is not allowed. If you are not the intended recipient, please let the sender know and then destroy all copies.

Please note the sender is not authorised to conclude any contract on behalf of the Solicitors Regulation Authority by email.

We are the regulator of solicitors and law firms in England and Wales. The Solicitors Regulation Authority Limited is a company limited by guarantee. Our registered offices are: The Cube, 199 Wharfside Street, Birmingham, B1 1RN. Our company registration number is: 12608059.

One attachment

• Scanned by Gmail:

Sensitivity: Confidential

Solicitors Regulation Authority

The Cube

199 Wharfside Street


B1 1RN

UK: 0370 606 2555

Int: + 44 (0)121 329 6800

DX: 720293 BIRMINGHAM 47

Our ref: RGC 000100925

Private & Confidential

FAO Dr Panigrahi

By Email only:

9 June 2023

Dear Dr Panigrahi

Your complaint about the Solicitors Regulation Authority (SRA)

I am an officer within the Corporate Complaints Team at the SRA. I consider your

complaint about our actions and look again at how we have conducted our activity as

the regulating authority. I do not reinvestigate to provide a new outcome but I check

that we have followed our procedures and assessed your concerns appropriately.

I can recommend a further review where I can see that our enquiries have not been

sufficient, or that we may not have acted correctly in the provision of our service to


I have read that you remain unhappy with the decisions we have made regarding the

report you made to us about Olives Solicitors Ltd (the firm), and others unidentified

involved with the duty solicitor scheme in Kent. You are concerned about the quality

of the service you have received from them in countering a police investigation into

you for malicious communications.

By its nature, my review is retrospective. I consider the decisions we have made

based on the material that we have seen. I gauge whether or not those decisions

have a foundation based on a reasonable assessment of the facts that we have

obtained during our evaluation of your report. As well as reviewing our file, I have

read the outcome letter from the Investigation Officer (IO) and the letter of Mr Smith,

Complaints Officer.

I think it helpful to say at the outset that my review of our file has not identified any

significant failings with our earlier assessment. I am not referring the matter back for

further consideration. There is very little I can add to the explanations that you have

already received, both of which fairly state our position.

We take all of the reports made to us seriously, but we do not act to provide a

resolution to the satisfaction of individuals. We assess if there are concerns about a

solicitor or firm’s ongoing fitness to practise and a wider risk to the public or the

Sensitivity: Confidential

integrity of the legal profession. We may not act where we believe that any breach of

our regulations has been inadvertent or of very limited scope.

We are concerned when solicitors appear not to have provided you with an

appropriate service. However, problems with the quality of work produced may be

more appropriately considered by the Legal Ombudsman (LeO), who lead on issues

of service. LeO may be able to provide a resolution to you that is outside of our

scope. There can be an overlap between service and conduct, and we do take care

to ensure that we have assessed correctly who is the most appropriate authority for

the reports we have received. The IO has noted that you have made a report to LeO,

and that this is the appropriate agency to deal with your concerns.

I do understand that it must be disappointing and frustrating to believe that the firm

have not acted in your best interests. However, concerns about the advice provided

by a solicitor is not a regulatory matter. We could not see that the firm has breached

our Standards and Regulations.

On a review of our file, I have seen the content of the email from your address of 17

May 2023. I can see that the IO has already advised you of the unacceptable nature

of its content. You have previously stated that your email account has been hacked,

potentially by a government sponsored agency. I understand that this forms the basis

of your defence to the various complaints made to the police about you. However, I

do think it is important to emphasize that we do not tolerate comments of a sexual,

abusive and misogynistic nature made toward our staff or others.

As part of my review of our service I have reconsidered the warning that was given to

you by the IO. I am now going further, and will explain that as it is your assertion that

your email account is subject of hacking, then it would be most appropriate if all of

your future correspondence with us is by post only. Furthermore, whilst you retain the

ability to seek an independent review of our actions, we will not be corresponding

further with you regarding this case.

Overall, based on the evidence you have provided, we consider that there is

insufficient evidence to suggest the firm or solicitors that you have identified to us

have acted unethically.

In summary, I found that the IO’s assessment of your report had been proportionate

to the concerns that you had raised, and the decision made reasonable based upon

the material we have seen. I could not find any reason to recommend further activity,

nor could I find that we had acted incorrectly.

This concludes my review of your concerns at stage two of our complaints process.

You do have the opportunity for our handling of your complaint to be independently

reviewed. I have included details of how to do this below.

Yours sincerely

Sensitivity: Confidential

Sean Kent

Corporate Complaints Officer

Corporate Affairs Directorate

Solicitors Regulation Authority


If you remain dissatisfied

If you are unhappy with our handling of your complaint about us, you can seek a

review of it from the Independent Reviewer. It is not able to consider concerns about

our decision, in this case not to act against Olives Solicitors Ltd.

It can review our service to you, for example, whether we have answered your

concerns, explained matters clearly and followed our procedures and timescales.

It will decide whether your case is suitable for a full review. You can find more

information about its remit at

(paragraph 67).

To request a review of your complaint, please contact the Independent Reviewer

within 20 working days i.e., by 8 July 2023

How to contact the Independent Reviewer

By email:

By phone: 020 7536 6000

By post:

Centre for Effective Dispute Resolution (CEDR)

100 St. Paul’s Churchyard,



United Kingdom

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