Our complaints policy
We are committed to provide a high quality legal service to all our clients. If you are dissatisfied with our service then please let us know so that we can improve our service. Customer service is fundamental to everything we do. We know that using legal services can be daunting. We therefore strive to make the process as straightforward as we can. We aim to provide a firm class service every time however, sometimes things don’t go as expected and we welcome complaints as an opportunity to review and improve our service. We are committed to investigate any complaints in a fair and transparent manner so that matters can be resolved to your satisfaction. In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If the person working on your case is not able to resolve the issues then you would need to write to us.
Our complaints procedure
If you have a complaint, write to us with the details.
it would be helpful when contacting us if you could provide the following:
- Your name and contact details
- Reference number
- Your concerns
- Your preferred contact method
What will happen next?
- We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within seven days of us receiving your complaint.
- We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within seven days of your reply.
- We will then investigate your complaint. This will normally involve passing your complaint to our complaints manager Mrs Syeda Shah , who will review your matter file and speak to the member of staff who acted for you.
- Mrs Syeda Shah will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, Mrs Syeda Shah will write to you to confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting or it is not possible, Syeda Shah will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:-
- Another client complaints manager of the firm will review Syeda Shah’s decision within 14 days;
- We will invite you to agree to independent mediation within 14 days. We will let you know how long this process will take
- 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 will let you know the result of the review within seven days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
- If we have to change any of the timescales above, we will let you know and explain why.
- We will also give you the name and address of the Legal Ombudsman (LEO). If you are still not satisfied, you can contact them about your complaint. The LEO will normally investigate complaints within six years from the act/omission complained of or three years from you realising the cause of your complaint. You must refer to the LEO within six months of the date of our written response to your complaint. Please be aware that the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. The LEO may consider it appropriate to refer the matter to the Solicitors Regulation Authority (SRA).
The address for the Legal Ombudsman is:
PO Box 6806
Helpline: 0300 555 0333
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.
If you are unhappy about how the LEO or SRA have dealt with your complaint you can complain to the Legal Services Ombudsman (LSO), who is responsible for dealing with complaints about legal professional bodies. The address for the Legal Services Ombudsman is:
Legal Services Ombudsman
3rd Floor Sunlight House
Quay Street Manchester
Helpline: 0845 601 0794
In addition to directing a complaint to the Legal Ombudsman (LEO) you will be able to refer your dispute for Alternative Dispute Resolution (ADR). There are three Institutions available to deal with disputes in the legal services sector, namely the Ombudsman Services, ProMediate and Small Claims Mediation. If required, we will provide contact details for those mediation services.