Complaints Handling Policy

We are committed to provide a high-quality legal advice and services to our clients - and we value the trust and confidence placed on us by our clients to deal with their matter.

However, where for any reason something goes wrong or if you are not satisfied with the level of service provided, please feel free to contact and raise your concerns with us. We have an effective and speedy complain handling procedure and will investigate your complaints within a reasonable time frame and try to resolve the matter to your satisfaction. This will allow us to learn from our mistake if any and improve on our service standard.

  1. If you have any concerns about the way your case is being handled, please contact the solicitor/caseworker who normally deal with your case. Alternatively, you may raise your concerns with Mr Khaled Noor, who is the principal of this practice and person responsible for investigating complaints.
  2. We will then aim to speak to you about it within a week of you raising your concerns and discuss what can be done to resolve the matter informally. We send you a follow up correspondence within two weeks. If more time is needed, for example, we may need further information from you or to discuss with other member of staff, we shall keep you inform accordingly.
  3. Where you want us to investigate your complaint formally, the procedures we will follow is as follows:
    1. We will acknowledge receipt of your complaint in writing within 3 days of receiving it.
    2. We will then investigate your complaint with the aim to resolve it quickly as possible. This will normally involve reviewing your file and speaking to the person handling your case and other members of staff as appropriate.
    3. Within 14 days of sending you the acknowledgement letter, we will invite you to a meeting to discuss and resolve your complaint. Alternatively, we may discuss the matter with you by telephone, if that is suitable to you.
    4. We will then write to you within a week of the meeting and /or telephone conversation, briefly summarising the meeting and understanding of your complaint and any approach that we have agreed to resolved your complaint; and we will ask for your comment, if any.
    5. At this stage, if your complaint is straight forward, we will send you a further letter within 21 days stating our view and our suggestions for resolving the matter and will give you the opportunity to comment within 14 days. However, where the matter is complex and need more time to investigate, we will inform you in writing.
    6. Once we have received a response to our preliminary findings, we will go on to the next stage to conclude our investigation. We will write to you explaining if your complaint has been upheld and, if so, any recommendation made to address it.
    7. If you are still not satisfied, you should contact us again and we will arrange to review the decision. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.
    8. Please note that if we have to change any of these timescales, we will inform you in advance and explain why.

If you are still not satisfied or the matter cannot be resolved by us with your satisfaction, you can contact the Legal Ombudsman (LeO), 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 to your complaint. Also, as per the full limitation periods, in particular: 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. For more information, contact the Legal Ombudsman on Tel: 0300 555 0333 or refer to https://www.legalombudsman.org.uk

If you have any concerns about a solicitor, or the firm, you may also contact the Solicitors Regulation Authority (SRA). Please find the link below with details how you can raise your concerns with the SRA: https://www.sra.org.uk/consumers/problems/report-solicitor/

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