Complaints Policy

OUR SERVICE STANDARDS

We want to give you, the client, the best possible service. However, 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. If you would like to make a formal complaint, then contact us with the details. Making a complaint will not affect how we handle your case.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint and asking you to confirm or explain the details as set out. You can expect to receive our letter two working days of us receiving your complaint.

2. We will record your complaint in our central register and open a separate file for your complaint.

3. We will then start to investigate your complaint. This will normally involve the following steps:

  • We will pass your complaint to our Principal, Mr. Mohamed B. Shaban
  • The Principal will send you an initial reply to your complaint within three working days.
  • The Principal will then begin the process of examining your complaint.

4. The Principal may invite you to a meeting to discuss, and hopefully, resolve your complaint. He will do this within five working days of his initial letter to you.

5. Within three working days of your meeting with the Principal he will write to you to confirm what has been agreed with you.

If you do not want a meeting, or, it is not possible, the Principal will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within five days of completing the investigation.

6. At this stage if you are still not satisfied you can contact the Principal and ask him to review his decision and suggestions.

7. The Principal will let you know the result of the review within five working days of the end of the review. At this stage he will write to you confirming his final position on your complaint.

What to do 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

and

  • 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.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

 

The Solicitors Regulation Authority (SRA)

The SRA 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 by logging onto the SRA’s website at:

Solicitors Regulation Authority.