Complaints Handling Policy
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 standards.
If you have a complaint, please contact us with the details. For an explanation of our Complaints Handling Policy, please see below or you may download the policy from our Downloads page.
1. Acknowledgement
We will send you a letter/email acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.
2. Investigation
We will then investigate your complaint. This will normally involve passing your complaint to our Rizwan Rashid, who is responsible for client care matters and who will review your matter file and speak to the member(s) of staff who acted for you.
3. Written Response
Rizwan Rashid will then respond in writing to your complaint and confirm his initial decision in the matter. He will do this within 14 days of sending you the acknowledgement letter/email, provided the grounds of your complaint are clear. If the grounds are not clear Rizwan Rashid will attempt to clarify the same with you prior to making his written decision.
4. Review & Meeting
If after considering the written response, you are still not satisfied, you should respond to Rizwan Rashid and confirm your outstanding points of dispute. He will write to you within a further 14 days of receiving your request for a review, and may then invite you to a meeting at our offices if it is deemed possible to resolve some or all of the outstanding issues.
5. Meeting Follow-Up
If a meeting is held, within three days of the meeting, Rizwan Rashid will write to you to confirm what took place and any solutions he has agreed with you.
6. Final Decision
If you do not want a meeting or it deemed that a meeting will not assist in resolving the matter, Rizwan Rashid will send you a written reply to your outstanding issues of complaint, including his suggestions for resolving the matter, within 21 days of receiving the same. This will usually act as our final decision in the matter, after which you can either accept or reject the same.
7. Legal Ombudsman Review
If you are still not satisfied, you can then contact the Legal Ombudsman (PO Box 6806, Wolverhampton, WV1 9WJ) about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint, but for further information you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.
If we have to change any of the timescales above, we will let you know and explain why.
8. SRA Review
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.