Complaint Procedure
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standardsWe are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards
If you have a complaint, please contact us with the details.
1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our complaints manager Mr Chaudhary Gondal, who will review your matter file and speak to the member of staff who acted for you.
3. Mr Gondal will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Mr Gondal will write to you to confirm what took place and any solutions s/he has agreed with you.
5. If you do not want a meeting or it is not possible, Mr Gondal will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Ali Sarwar, consultant or someone unconnected with the matter at the company to review this decision or alternatively we may ask for the matter to be reviewed by another local Solicitor or mediation if appropriate.
7. 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.
8. If we have not responded to you within eight weeks or you are still not satisfied with our final response then you can contact the Legal Ombudsman PO BOX 6806 Wolverhampton WV1 9WJ (Telephone 0300 555 0333, Website www.legalombudsman.org.uk). The complaint must be made:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
9. If you are not happy with our behaviour then the Solicitor Regulation Authority can help if you are concerned about our behaviour e.g dishonesty, treating you unfairly because of your age, gender, disability or other characteristic. You can visit their website to see how you can raise your concerns with them https://www.sra.org.uk/consumers/problems/report-solicitor/.
10. We very much hope that we can resolve your complaint internally and improve our service as a result.