Introduction
We are committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received, please discuss your concerns with the fee earner in the first instance and we shall do our best to help resolve the problem. If you are not satisfied with the response provided please contact the firm’s complaints officer Mrs. Hasena Sardarbasha.
Our definition of a complaint is:
“any written or verbal expression of dissatisfaction referred to any person in our organisation by the client.”
A complaint can be identified through a letter, telephone call, e-mail, fax or in the course of a face to face conversation. Examples of complaints could be:
- Dissatisfaction with the handling of a case;
- Disappointment with the lack of communication to the client;
- Frustration with the perceived lack of case progress;
- Displeasure with the outcome of the case.
We have a procedure in place which details how we handle complaints which is available at our offices and can be provided upon request. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman
However, issues of a very minor nature, for example, not returning a non-urgent telephone call until the following day will not be recorded as a complaint.
Steps that needs to be taken
Firstly, you must contact the person in charge of dealing your case to discuss the issue at hand. When contacting us, we advise you to provide full information such as your full name, case reference number and the issue.
It is the policy of the firm to ensure that:
- Every complaint made by a client is reported and recorded centrally;
- Every complaint received is responded to appropriately;
- The cause of the problem is identified, appropriate redress is offered, and
- Unsatisfactory procedures are corrected.
What happens next?
We will acknowledge your complaint within 2-3 working days and provide you with a copy of our Complaints policy. During the process, we aim to achieve a fair and prompt resolution to your matter and deal within it in an appropriate manner. All clients are informed in writing of the action they should take if they feel they have grounds for complaint.
If complaints are notified to the Director of the firm, Mrs. Hasena Sardarbasha in the first instance, who will:-
- Review the matter with the adviser;
- Determine what degree of validity the complaint has;
- Decide how the complaint should be remedied.
Where to make a complaint?
Telephone: 0208 514 5551, This email address is being protected from spambots. You need JavaScript enabled to view it.
What to do if your complaint is not resolved?
If you are still unhappy with the outcome of your complaint, then you may refer your complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
From 1 April 2023, the time limits for bringing a complaint to the Legal Ombudsman will be no later than:
- 6 months of obtaining a final response from us about your complaint; or
- 1 year from the date of the act or omission being complained about; or
- 1 year from the date when the complainant should have realised that there was a cause for a complaint.
If you would like more information about the Legal Ombudsman, please contact them on the on the details below.
The contact details of Legal Ombudsman:
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
This email address is being protected from spambots. You need JavaScript enabled to view it.
www.legalombudsman.org.uk
