Levels of Service and Complaints Procedure
As Your Solicitors, we aim to deliver a first-class service every time. We realise however that things can sometimes go wrong and we welcome complaints as an opportunity to improve our service. If something is wrong, we will do our best to put it right. If you do need to make a formal complaint about our service, we invite you to contact our Client Care Team which is headed by Mr Idrees Mohammed, and they will provide you with details of our Complaints Procedure and confirm how your complaint will be dealt with.
Any complaint will be acknowledged within 7 days and a substantive response will be sent to you within 21 days. We can confirm that we will not charge you for the cost of handling a complaint.
All firms of solicitors are obliged to attempt to resolve the problems that clients may have with the service provided. It is therefore important that you raise your concerns immediately as they arise. We shall do our very best to ensure you have no cause for complaint but if you do this firm has a procedure for dealing with them. Details of the procedure will be provided on request. This firm values your business and would not wish to think that you have any reason to be unhappy.
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider your complaint. Normally you will need to bring a complaint to the Legal Ombudsman within:
· Six years from the date of the act/omission; or
· Three years from the date which you should have known you have a complaint to pursue.
The Legal Ombudsman will not however accept complaints where the act/omission or date of awareness was before 6th October 2010.
Where you have followed our complaints procedure the time limit for pursuing a complaint to the Legal Ombudsman is no later than six months from the date on which you received a definitive response to your complaint from this firm or from the last day of the eight-week period, whichever is the earlier.
There are exceptions to the eight- and six-week rules. For information relating to those exceptions please refer to the scheme rules on the Legal Ombudsman website. Legal Ombudsman contact details:
The Legal Ombudsman
PO Box 6806
Telephone: 0300 555 0333
If your complaint is in relation to any policy of insurance we may have arranged for you to assist with funding your legal costs, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS) in the event that we are not able to resolve your complaint with you, and we will provide you with the appropriate information for making a complaint to the FOS should the need arise.
Committed. Experienced. Trusted.