Our Complaint Procedure
We aim to provide the best possible service.
If at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
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.
In the unfortunate event of this not resolving the problem and wish to make a formal complaint, you should contact Mr Nazakat Khan (who is the director) of this practice.
The appropriate person will personally investigate the matter and report to you, which should hopefully satisfy you. If following a personal investigation by the appropriate person the matter has not been resolved, you will be given appropriate information about the other avenues available to you.
We would ask you to contact the Managing Director, Mr Nazakat Khan in writing, stating what you see as the problem and what you would like us to do about it.
We will fully investigate your concerns as soon as your written concerns are received.
We will endeavour to acknowledge receipt of your concerns within 7 working days, and commence our investigation.
We will respond to you with our substantive reply within 21 working days of the receipt of your letter, unless the Director or member of staff concerned is absent for any substantial period during that time, in which case there may be a delay before we can complete our investigations. If there is likely to be a delay we will inform you in good time.
If for any reason we are unable to resolve your concerns between us, then we are regulated by the Solicitors Regulation Authority which also provides a complaint and redress scheme via the Legal Ombudsman, P.O Box 6806, Wolverhampton WV1 9WJ,
Telephone Number 0300 555 0333, website www.legalombudsman.org.uk, e-mail at firstname.lastname@example.org to consider any complaints. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
Please note that making a complaint will not affect how we handle your case.
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.
WHAT DO TO IF WE CANNOT RESOLVE YOUR COMPLAINT
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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:
- 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.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ