Complaints Procedure

Our Complaints Policy

 

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details.

 

What happens next?

 

1. We will send you a letter acknowledging receipt of your complaint within 7 days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint.  This will normally involve passing your complaint to our client care Director, Mrs Selina Bukhari or the firm’s other Director Mr Nadeem Bukhari who also shares this role.  They will review your matter file and speak to the member of staff who acted for you.

3. One of the Directors will then invite you to a meeting to discuss and hopefully resolve your complaint either in person or via telephone.  They will do this within 21 days of sending you the acknowledgement letter.

4. Within 21 days of the meeting, the Director who is dealing with your complaint will write to you to confirm what took place and any solutions they have agreed with you.

5. If you do not want a meeting or it is not possible, the Director will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 42 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the other Director or appropriate alternatives such as a review by another local solicitor or mediation to review the decision.

7. We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If you are still not satisfied, you can contact: -

       

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ    

 

About your complaint.  

 

Any complaint to the Legal Ombudsman must be made not later than 1 year of the date of our final written response on your complaint but for further information, you should may contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

 

If we have to change any of the timescales above, we will let you know and explain why.