In accordance with the Rules prescribed by the Law Society, this firm operates a complaints procedure which is available to all clients who are dissatisfied with the service provided by any member of this firm.
The following is an outline of the procedure which you should follow in the event of you wishing to make a complaint:
- If at any point you become unhappy with the service, we provide to you then please inform us immediately so that we can do our best to resolve the problem for you.
- Contact the person who is dealing with your matter and make an appointment to see him or her. At this meeting you may informally discuss your complaint and attempt to resolve it. In the event of the complaint not being resolved in this way, then within fourteen days of this appointment.
- An appointment will be made for you to see our Partner namely Mr. Mahmood Hussain, to discuss your complaint. Following a discussion with you, Mr. Mahmood Hussain will discuss the complaint with the person dealing with your case. Within seven days of this discussion, we will write to you in the hope of resolving the complaint to your satisfaction. Any complaints against Mr Hussain will be referred to the Partner Mr Malik.
- We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider your complaint. You can call the Legal Ombudsman on 0300 555 0333, or email firstname.lastname@example.org. Their address is PO Box 6806, Wolverhampton, WV1 9WJ. To find out more about the Legal Ombudsman you can visit their website www.legalombudsman.org.uk
- Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it)
You can also report the matter directly to the Solicitor Regulation Authority if you think the firm has breached a SRA Principle
- in a way that upholds the constitutional principle of the rule of law, and the proper administration of justice
- in a way that upholds public trust and confidence in the solicitors’ profession and in legal services provided by authorised persons
- with independence
- with honesty
- with integrity
- in a way that encourages equality, diversity and inclusion
- in the best interests of each client.