We want to give you the best possible service.
If at any stage of our relationship you become unhappy about the service we have provided, you should inform us immediately. We will then do our utmost to resolve it.
By making a complaint, we assure you it will not affect how we handle your case. Our sole aim is to keep you happy and satisfied with the service you are receiving.
Our complaints handling procedure ensures that each complaint is dealt with efficiently.
Please contact us immediately if you have any concerns.
Please contact Mrs R Saifuddin in the first instance to discuss your complaint and concerns.
If matters cannot be resolved and you would like to make a formal complaint please contact Mrs Rubina Saifuddin the Principal setting out your concerns in as much detail as possible.
Her contact details are:
1. Written complaints w acknowledged within 7 days of receipt
2. The name of the person responsible for handling the complaint will be confirmed.
3. Within 7 days of our acknowledgement, we will invite you to a meeting to discuss and hopefully resolve your complaint.
4. Within 14 days of the meeting, we will write to you to confirm what took place and any solutions we agreed with you.
5. Within 21 days a full written reply and suggestions for resolving the matter will be sent to you.
6. If there are still any remaining unresolved issues, please contact us again within 7 days and we will arrange to review our decision.
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 the above timescales need to change, we will let you know.
9. If we are unable to resolve the matter to your satisfaction, following the above procedure, the Legal Ombudsman can help you. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
A. Within 6 months of receiving a final response to your complaint
B. No more than 6 years from the date of act/omission;
C. No more than 3 years from when you should reasonably have known there was a cause for complaint. If you would like more information about the Legal Ombudsman, please contact them. Contact details visit: www.legalombudsman.org.uk (http://www.legalombudsman.org.uk) Call 0300 555 0333 between 9am-5pm Email: enquiries@legalombudsman.org.uk (mail to: enquiries@legalombudsman.org.uk) Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ It should be noted that the Legal Ombudsman cannot deal with a complaint about a bill if you have applied to the court for assessment of that bill. If you are unhappy about our behaviour The Solicitors Regulation Authority can help if you are concerned about our behaviour. This can be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority (/consumers/problems/report-solicitor/).