Our complaints policy
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
Our complaints procedure
In the event that you have a complaint, please contact the Director, namely, Mr. Sidiq Awal, by post or email. Alternatively, you could contact him on 0121 285 2535. Please inform us about your concerns in writing. Making a complaint will not affect how we handle your case and we will ensure your matter is dealt with expeditiously.
We will endeavour to deal with your complaint as quickly as possible as detailed below. If at any point we are unable to meet the target we will inform you accordingly.
What will happen next?
- Upon receipt of your complaint we will send you a letter acknowledging your complaint and if feasible, invite you to a meeting to discuss your concerns. We aim to acknowledge your complaint within 5 working days of receiving it and will seek to complete our initial examination within 21 days.
- After the initial examination we might write to you to request further information. Alternatively, we might write to you outlining our views on the matter and suggesting redress that is apt. We aim to write to you with our views and suggestions within 7 working days of completing our investigations.
Where we feel that we have failed in our standards we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
- If, by this stage, you are still not satisfied, please let the Director know. It would be helpful if you could do so within the next 21 days, but there is no obligation on you to do so. We will then arrange to review our initial decision in the light of any comments that you make. We would generally aim to do this within 21 days of hearing from you.
- We will let you know the result of the review within 7 days of the end of the review and will do so by writing to you to confirm our final position on your complaint and explaining our reasons.
- Where complaints procedure has been exhausted and you are not satisfied with the result, please let us know, otherwise we will assume that you do not wish to progress matters further with us. If you express dissatisfaction at this stage, we will write to you to confirm that we have not been able to settle your complaint and will provide you with the name and website address of an alternative dispute resolution. You can raise your concerns with the Solicitors Regulation Authority under https://www.sra.org.uk/consumers/problems/report-solicitor/
- You may also complaint to the Legal Ombudsman who provides a service examining complaints against lawyers, including solicitors’ firms. The Legal ombudsman will usually expect firms to have concluded their examination of complaints within eight weeks their being notified of them and will usually expect to have complaints referred to them within six months of the end of our complaints handling process as set out above. The services provided by the Legal Ombudsman are limited to individuals and smaller organisations – for more details of his service see their website and the terms of business provided to you when you first instructed us. The full details of how to contact this office are as follows:
Telephone: 0300 555 0333
Minicom: 0300 555 1777
Address: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
- You should note that you should note that the Legal Ombudsman will not be able to accept your complaint if:
- more than six years have elapsed from the date of the alleged act or omission giving rise to your complaint
- more than three years have elapsed since the time that you should have known about your entitlement to make a complaint if later than above or
- the date of the alleged act or omission giving rise to the complaint was before the 6th October 2010
We are committed to providing cutting edge professional service to our clients and are optimistic we will be able to resolve issues amicably.