Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to maintain and improve our standards.
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.
Our Complaints Procedure
If you have a complaint please contact us with the details.
What will happen next?
We will record you complaint in our central register and open a file for your complaint. We will do this within a day of receiving your complaint.
We will then start to investigate your complaint. This may involve one or more of the following steps:-
If our principal Mohammed Riaz Khan acted for you he will consider the complaint. He will then have your complaint independently reviewed send you his detailed reply or invite you to a meeting to discuss the matter. He will do this within 14 days.
If someone else acted for you, he will ask them to give their reply to your complaint within 14 days.
He will then examine their reply and the information in your complaint file. He may also speak to the person that acted for you. He will do this within 3 days of receiving their reply and the file.
Our principal Mohammed Riaz Khan will then write inviting you to meet him and discuss and hopefully resolve your complaint. If you do not want a meeting he will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation and within 14 days of receiving your complaint.
At this stage, if you are still not satisfied, you can write to him again. He will then arrange to review his decision. This may happen in one of the following ways:-
He will review the decision himself within 5 days.
He will let you know the result of the review within 5 days of the end of the review. At this time he will write to you confirming his final position on your complaint and explaining his reasons. He will also give you the name and address of the Consumer Complaints Service. If you are still not satisfied you can contact them about your complaint.
If we have to change any of the time scales above he will let you know and explain why.
What to do if we cannot resolve your complaint?
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
• Within six months of receiving a final response to your complaint
• 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.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ