Complaints Handling
We aim to offer our clients a friendly and efficient service. During the course of the matter, if there is any aspect about which you are concerned or require clarification, then please raise it with the person who is handling the matter, with a view to the matter being resolved quickly. If you remain concerned or we could not agree an appropriate course of action, then your complaint would be referred to Mr Syed Imran Ali, the COLP officer, who will contact you, and attempt to resolve the matter to your satisfaction.
The firm has a Complaints Procedure document, which is available on request, and which would be sent to you should you make a complaint. Your right to complain might relate to the way in which your matter is being handled, or about a bill that we issue. In the case of a complaint about a bill, there might also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. However, we would point out that if all or part of a bill remains unpaid, we may be entitled to charge interest – any such entitlement would be set out in our Terms and Conditions of Business and/or on the reverse side of the bill.
The Legal Ombudsman
If you remain dissatisfied at the end of our complaints process, you would then be at liberty to contact the Legal Ombudsman at:
Legal Ombudsman PO BOX: 6806 Wolverhampton WV1 9WJ
Before the Legal Ombudsman can investigate a complaint, they will check that you have first attempted to resolve the issue with us. If you have done so, you can then refer your complaint to the Legal Ombudsman.
Please note that complaints to the Legal Ombudsman must generally be made within six months of receiving our final written response and:
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when the complainant should have realised that there was cause for complaint.
The Legal Ombudsman will retain the ability to apply Rule 4.7, which allows an Ombudsman to exercise discretion to extend the 1-year time limit for specific customers if, on the evidence, it was fair and reasonable to do so.
Legal Ombudsman Contact Details
Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333 (Monday to Friday, 9am–5pm)
Relay UK: 18001 0300 555 0333
Overseas: +44 121 245 3050
Solicitors Regulation Authority
If you believe a solicitor may be dishonest or have concerns about their ethics or integrity, you have the right to report these issues to our regulator, the Solicitors Regulation Authority (SRA).
There are no time limits for making a report; however, the SRA has specific guidelines on what it can consider. Please be aware that the SRA cannot address complaints related to poor service—such matters should be directed to the Legal Ombudsman.
For more information on the SRA’s role, please contact them directly or visit their website.
You can raise your concerns with the Solicitors Regulation Authority.