We are authorised and regulated by the Solicitors Regulation Authority (SRA). We are committed to
high quality legal advice and client care and aim to offer all our clients an efficient and effective service.
However, if our clients would like to discuss how the service to them could be improved, or if they have any complaint, please contact the person in our firm responsible for complaints Handling: Khurram Qureshi by email at email@example.com or by post to 68-72 Stuart Street, Luton, LU1 2SW
We are committed to high quality legal advice and client care and are keen to resolve any concerns as
soon as possible and in order to do this, will follow our complaints handling procedure.
Our complaints procedure is as follows:
If they have not already done so, we ask our clients to let us know the full nature of the problem (in writing preferable).
Our Complaints Handling Representative will write to the client acknowledging their complaint within
five to 10 working days. In this letter, we shall confirm what happens next.
Our complaints Handling Representative shall then investigate the matter by reviewing the matter file
and speaking to the member of staff concerned within 10 to 14 working days of acknowledging receipt of
the complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will
write to the client notifying them of this together with the reason why and giving a revised timescale.
Once the investigation has been completed, our Complaints Handling Representative will invite the
client to a face to face meeting (if he thinks it necessary) to discuss the issue(s) they have raised and hopefully resolve the complaint. This
Following the meeting, our Complaints Handling Representative shall write to the client within five
working days of the meeting to confirm the discussion and the solution agreed upon.
If the client does not want to or is unable to attend such a meeting (or the meeting is not necessary),
we will be happy to send the client a detailed, written response, including the proposed solution,
within fourteen working days of the conclusion of investigation
If the client is satisfied with our response following the above steps, that will be the end of the matter.
However, if the client is not satisfied, they will be invited to contact our Complaints Handling
Representative again and he will arrange for another senior member of staff who is unconnected with the matter to review the decision. He/She will write to the client within fourteen days of receiving the request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.
Step five: Other avenues
Clients must always try complaining to us first. In most cases they will not be able to take them
complaint further without allowing us the opportunity to put things right.
We are permitted a minimum of eight weeks to consider the complaint. If for any reason we are unable
to resolve the problem between us within that timeframe, then our clients are advised that they may
ask the Legal Ombudsman to consider the complaint.
Clients are free to refer any complaint about our work, fees or level of service but there are some
conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually
be made within six months of the client having received a final written response from us about their
complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or
omission about which the client is complaining occurring; or within three years from when the client
should have known about or become aware that there were grounds for complaint. The Legal
Ombudsman will not accept complaints where the act or date of awareness was before 6 October
For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit
www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6806,
Wolverhampton WV1 9WJ.
Solicitors Regulation Authority
If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity,
they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no
time limits for making a report but there are limits on what the SRA will consider. Please note that the
SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred
to the Legal Ombudsman). For further information about the SRA’s role, please contact 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 to 68-72 Stuart Street, Luton, LU1 2SW