Complaints Procedure

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 at any point you become unhappy with the service we provide to you or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you.

If you have a complaint,  please contact Anser Amin, our complaints handling Solicitor and the Senior Partner of the firm.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. The person involved in dealing with your matter will study the complaint in detail, referring back to your file etc. They will then telephone you to try to resolve the complaint over the phone and propose some course of action to remedy the situation and also to try and avoid it happening again.
  3. If you are satisfied a report is then passed to the complaints solicitor to consider further preventative action.
  4. If you are not satisfied with the course of action proposed by the person dealing with your matter, then the complaint will be passed to Anser Amin for further investigation.
  5. He will, based on the information that he has gained from the file, and discussions with the person dealing with your matter, contact you either by telephone or letter or email. He will try to resolve the problem and if appropriate come to an agreement with you on the course of action to be taken.
  6. He will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  7. Within three days of the meeting, he will write to you to confirm what took place and any solutions he has agreed with you.
  8. If you do not want a meeting or it is not possible, he will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  9. If we are unable to resolve your complaint within eight weeks after you have brought it to our attention, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers.

A complaint to the Legal Ombudsman must be made:

  • Within six months of receiving our final response to your complaint, and
  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

 The contact details for the Legal Ombudsman are as follows:

  • Website: www.legalombudsman.org.uk
  • Email: enquiries@legalombudsman.org.uk
  • Telephone: 0300 555 0333 between 9.00am to 5.00pm

Calls from both mobiles and landlines to 03 numbers cost no more than calls to national geographic numbers (starting 01 or 02).  Calls are recorded and may be used for training and monitoring purposes.

  • For minicom: call 0300 555 1777
  • In writing: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Do not send original documents to the Legal Ombudsman.  They will scan any documents you send to make computer copies and then destroy the originals.

  1. If we have to change any of the timescales above, we will let you know and explain why.
  2. We will not charge you for handling your complaint.

If you have concerns about our behaviour, then you can contact the Solicitors Regulation Authority for assistance. The SRA can help if circumstances such as where there has been dishonesty, loss of money or unfair treatment due to protected characteristic. The address is The Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN. You can also email them at report@sra.org.uk