Complaints Handling Procedure

Our Complaints Policy

We are committed to high quality legal advice and client care to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you have a concern about any aspect of our service that has not been dealt with to your satisfaction by the person handling your case, please contact our client care partner, Mr M Ali Akram.

What Will Happen Next?

  1. We will acknowledge receipt of your complaint promptly.
  2. Our client care partner will then investigate your complaint and review your matter file and speak to the member(s) of staff who acted for you.
  3. We will usually invite you within around 14 days to a meeting to discuss and hopefully resolve your complaint.
  4. Within three days of the meeting, we will write to you to confirm what took place and any solutions that can be agreed.
  5. If you do not want a meeting or it is not necessary, we will send you a detailed written reply, including suggestions for resolution, within 21 days of sending you the acknowledgement letter.
  6. If we have to change any of the timescales above, we will let you know and explain why.

If you are not satisfied, you can contact: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Since 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman are: one year from the date of the act or omission being complained about; or one year from the date when you should have realised that there was cause for complaint. For further information, contact the Legal Ombudsman on 03005550333 or email [email protected].

Solicitors Regulation Authority

The Solicitors Regulation Authority can help if you are concerned about our behaviour. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.