Complaints Procedure

We take very seriously all expressions of dissatisfaction from our Clients. Below we explain our procedures for handling complaints to ensure that each complaint is dealt with swiftly in an attempt to reach an amicable and satisfactory solution.

Reporting & Investigation Responsibilities

Informal verbal complaints should be addressed to the solicitor handling your case in the first instance. The name of that Partner will have been given in your initial client care letter, but if you are unable to locate this, you can ask your solicitor or a member of our support staff.

If the matter cannot be resolved informally with your solicitor, it would assist investigations if you were to fully detail your concerns in writing so there is less room for misunderstanding your concerns and requirements.

If you are not satisfied with their proposals, then you should write to be Mr Basharit Mohammed (Solicitor & Director) or Mr Tasadaq Hussain (Solicitor & Director).

Response Times

Written complaints will be acknowledged within seven days of receipt whereby the name of the person responsible for handling the complaint will be confirmed. A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon. In any case, we will always endeavour to provide full response within 28 days of our acknowledgement. If that is not possible, an interim response will be given explaining why it is not possible to meet this deadline, when we expect our investigations to be completed and a response finalised.

Unsolved issues

If, in the unusual event that we are unable to resolve the matter to your satisfaction and you are still unhappy, you are able to take the matter up with the Legal Ombudsman. Before accepting a claim the Legal Ombudsman will check that you have raised the issue with us first. Once this is verified then you can forward the claim onto the Legal Ombudsman.Contact details for the Legal Ombudsman are as follows:

Address: The Legal Ombudsman, PO BOX 6806, Wolverhampton, WV1 9WJ

Email: [email protected]

Telephone: 0300 555 0333

You can obtain more information about complaints and what the Legal Ombudsman do, on the website at:  www.leglaombudsman.org.uk.

If you wish to involve the Legal Ombudsman, you should do so:

  • No later than six months after the date of our final response
  • No more than six years from the date of the act/omission
  • No more than three years from when you should reasonably have known there was cause for complaint.

Management

All complaints (written or verbal) are recorded and logged carefully to enable us to detect running problems and trends. In recording such information we will comply with our obligations under the General Data Protection Regulation (EU) 2016/679, which is applicable in the United Kingdom from 25 May 2018. As necessary, we will implement corrective action in response to individual complaints and improvement measures to prevent adverse trends and correct recurring problems. In this manner, we aim to constantly improve the service we provide.