We are committed to providing our clients with an efficient, effective, and high-quality service. We are confident we will meet your expectations. However, if you feel there is any aspect of the service that could be improved or if you are dissatisfied with any part of our service, please contact us immediately so we can resolve the issue.
OUR COMPLAINTS PROCEDURE
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed.
WHAT WILL HAPPEN NEXT?
- We will send you a letter acknowledging receipt of your complaint, enclosing a copy of our complaint procedure, within five working days of us receiving the complaint.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mr Khalid Aziz, who will review your matter file and speak to the member of staff who acted for you.
- Mr Khalid Aziz may then invite you to attend a meeting to discuss and, it is hoped to resolve your complaint within 14 days of sending you the acknowledgement letter.
- Within three working days of the meeting, Mr Khalid Aziz will write to you to confirm the details of the meeting and any solutions he has agreed with you.
- If you do not wish to attend the meeting or it is not possible to arrange, Mr Khalid Aziz will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us.
- Before the Legal Ombudsman can investigate your complaint, they will confirm that you have already attempted to resolve the issue with us. You must submit your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint; and
- No later than six years from the date of the incident, or
- No later than three years from when you reasonably should have known there was a reason for complaint.
- You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Legal Ombudsman’s contact details are:
Telephone: 0300 555 0333
Minicom: 0300 555 1777
Website: www.legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
- The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority:
Website: www.sra.org.uk
Postal Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN
Telephone: 0370 606 2555
International: +44 (0)121 329 6800