complaints handling procedure
We’re dedicated to high-standard legal counsel and care. We’re eager to address any issues as quickly as possible.
To do this, we’ll follow the complaints-handling process we have in place.
Our complaint procedure is as the following:
If they still need to complete the process, we would like our customers to notify us of the details of the issue (in the form of a letter is preferable).
Our Complaints Handling Rep will write to the customer acknowledging the complaint within Five to 10 working days. In this letter, we’ll be able to confirm the next steps.
The complaints handling representative of our company will examine the matter after going through the complaint file and then speaking with and contacting the person in charge and contacting the staff member concerned within 10 to 14 working days after acknowledging receipt of your complaint. If due, for some reason, we cannot address the complaint within the given timeframe, we will contact the customer to inform them of this, along with the cause and a new timeframe.
After the investigation is completed, our Complaints Handling Rep will invite the client for an appointment in person (if they feel it is essential) to discuss the issue(s) they’ve brought up and hopefully settle the complaint. Following the meeting, our Complaints Handling Rep. will contact the client within five days of discussion to affirm that the debate was successful and the final solution was agreed on.
Suppose the client doesn’t wish to or cannot attend a gathering (or the meeting isn’t necessary). In that case, we will gladly provide the client with a thorough written response containing the proposed solution within 14 days after the conclusion of the investigation.
If the client is happy with our solution by following the above steps, that is the story’s end.
However, if the customer isn’t satisfied with the service, they are invited to reach us via our Complaints Handling.
Reply again, and he will arrange for a top employee not involved in the issue to examine the decision. They will send a letter to the customer within 14 days of receiving the request, confirming that the business has taken the position regarding the complaint with a detailed explanation of its reasons and any final remedy provided.
Step 5 Other options
Customers should always attempt to complain to us before contacting us. In most cases, they won’t be able to resolve the issue.
The complaint is only resolved by allowing us to rectify things correctly.
We are allowed a minimum of eight weeks to review the complaint. If, for any reason, we fail to solve the issue between us within this time frame, the clients are advised to seek the assistance of the Legal Ombudsman to consider the complaint.
Customers are free to submit any complaints regarding our work, our fees, or the quality of our service. However, there are limitations on time and conditions. Be conscious that you must usually submit any complaints to
the Legal Ombudsman within six months of receiving a written reply from us on their complaint. The Legal Ombudsman should be filed within six years of the act or commission about which the complainant is taking place or within three years of the date. When the client ought to have been informed about the matter or discovered the reasons for the complaint. The legal Ombudsman would not accept complaints if the act or date of notification were before the 6th of October 2010.
For more information, call the Legal Ombudsman on 0300 555 0333 or go to
Legal Ombudsman is available at Legal Ombudsman may be contacted at PO Box 6806
Wolverhampton WV1 9WJ.
Solicitors Regulation Authority
If you suspect that a solicitor is untruthful or you are concerned about their integrity or ethics, They are entitled to inform our regulator, the Solicitors Regulation Authority (SRA). There aren’t any time limitations for filing a complaint; however, there are restrictions on the types of complaints the SRA will consider. Be aware that the SRA cannot address complaints about poor service (complaints related to this issue are best referred to The Legal Ombudsman). For more information on the role of the SRA, please call the SRA or
For further information about our complaints handling procedures, please do not hesitate to contact Khurram Qureshi by email at firstname.lastname@example.org or by post at 68-72 Stuart Street, Luton, LU1 2SW.