We are committed to providing high quality legal advice and client care. However, if at any point you become unhappy or concerned about the service provided, please inform us immediately so that we can do our best to resolve the problem.
Formal complaints procedure
The following outlines our recommended procedure for making a formal complaint. Please note that making a complaint will not affect how we handle your case. A formal complaint should be addressed to our head of practice Mohammad Aminul Islam who can be contacted in writing at 60 Plumstead High Street, London, SE18 1SL or by email: [email protected] or by telephone on my work mobile 07458306373. Please set out the details of the complaint.
We will acknowledge your complaint within seven working days of receipt. Our head of practice will show your complaint to the person responsible for your matter and ask them to conduct a complete review of the file and to respond in writing. They will also interview any members of staff involved in your matter. You will receive a written response to your complaint within 14 days from the date the complaint is first received. This response will set out the result of our investigation, any proposed resolution and, if relevant, any procedural changes we will make to ensure the situation does not arise again. Please note you will not be charged for the time taken to deal with complaints.
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 to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage.
What happens if I don’t agree with your views on the complaint?
If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from Solicitors /Chartered Legal Executive.
Within six months of receiving firm’s final written response to your complaint and no more than six years from the date of act/omission; or no more than three years from when you should reasonably have known there was cause for complaint. If you would like more information about the Legal Ombudsman please contact them: Contact details: Visit www.legalombudsman.org.uk Call 03005550333 between 9am to 5pm. Email: [email protected] Legal Ombudsman PO BOX 6167, Slough, SL1 0EH
Click here for a guide to help you through the process of making a complaint.
Legal Ombudsman will have discretion to accept out-of-time complaints where it determines that it is “fair and reasonable to do so”.
• Discretion to decline to issue a formal Ombudsman decision if no substantive comments are provided in response to an investigator’s case decision; and
•Changes to Ombudsman discretion to dismiss or discontinue a complaint in certain circumstances.
If you would like more information about the Legal Ombudsman please contact them:
Contact details:
Visit www.legalombudsman.org.uk
Call 03005550333 between 9am to 5pm.
Email [email protected]
Legal Ombudsman, PO Box 6167, Slough SL1 0EH
Other points to note:
We will not charge you for time taken to deal with your complaints. Complaints regarding a data subject request under Data Protection Legislation are dealt with in accordance with this policy.
Complaints about staff other than Solicitors /Chartered Legal Executive can also be made to the Complaints Manager Mr. M Islam ([email protected]). CILEx Regulation may investigate free of charge, allegations of misconduct made against members of CILEx Regulation, CILEx Regulation Authorised Practitioners or Approved Managers of firms authorised by CILEx. Complaints of this type must be made within 12 months of the event that gave rise to the complaint or within 12 months of the complainant having knowledge of the events which gave rise to the complaint, whichever is the greater. You can contact CILEx Regulation at Room 301, Endeavour House, Wrest Park, Silsoe, Bedford, MK45 4HS.
For more information click here to visit the CILEx Regulation website.
Telephone: 01234 845770
Email: [email protected]
In the alternative, Alternative Dispute Resolution bodies exist such as Promediate (UK) Limited address: Brow Farm, Top Rd, Frodsham WA6 6SP, open 24 hours, Tel: 01928 734630, website: https://www.promediate.co.uk which are competent to deal with complaints about legal services should both you are our firm with to use such a scheme. Please note, that currently we do not engage in ADR as we believe the complaint investigation services offered by CILEx Regulation and the Legal Ombudsman are more appropriate.