Complaints Procedure (September 2021)
Even in the best run firms there are occasional problems and delays that cannot be foreseen. We doubt this will occur at our firm but in the unlikely event that a problem does arise our firm uses a Law Society approved Complaints Policy, a copy of which will be provided to you if necessary.
We always endeavour to resolve any complaint swiftly. For complaints the first point of contact is Najib Khan.
If you are dissatisfied with our service please note the procedure for bringing your concerns to our attention:
(i) In the event of a problem you are entitled to complain about our service and/or our bills;
(ii) Initially a complaint should be made in writing to Najib Khan;
(iii) This firm has a detailed complaints procedure a copy of which will be made available to you on request or in the event you make a complaint. In brief the procedure is as follows;
(1) The designated complaints handler will acknowledge the complaint within seven days.
(2) We will conduct a full investigation and an independent review of the matter.
(3) We aim to respond in full within 28 days. However, if the complaint is of a more complex nature we will require more time but we will let the complainant know when they will receive a full response.
(4) We will reply to the complainant, usually in writing to tell them of our views on the complaint and how we propose to resolve it, hopefully to the complainant’s satisfaction.
(5) If the complainant in the first instance made their complaint to the person dealing with the matter or their supervisor and is dissatisfied with the outcome, or the way the complaint has been handled, the complainant may reply to the complaints handling director who will make such further investigations as are necessary.
(6) The complaints handling director will inform the complainant of the conclusions and any alternative proposals to resolve the complaint, usually within 28 days of this being referred to her.
(7) If still unresolved at this stage, the complainant may take their complaint to the Legal Ombudsman.
(iv) If you choose to exercise that right you must firstly allow us 8 weeks from notifying us of your complaint to seek to resolve your concerns. If we have not done so within those 8 weeks you may approach the Legal Ombudsman. You will have to bring their complaint to the Legal Ombudsman:
within 6 months of receiving a final response from us about their complaint, and 6 years from the date of the act or omission giving rise to the complaint, or;
alternatively 3 years from the date you should reasonably have known there are grounds for the complaint (if the act/omission took place before 6 October 2010 or was more than 6 years ago).
(v) The Legal Ombudsman may be contacted at www.legalombudsman.org.uk, by phone on 0300 555 0333, email at firstname.lastname@example.org or via post by writing to: PO Box 6806, Wolverhampton WV1 9WJ.
If you have concerns about non-compliance by us with our professional standards as required by our regulator, you can contact the Solicitors Regulation Authority.