CUSTOMER CARE / COMPLAINTS
Our complaints policy
We are committed to providing a high-quality legal service to all of our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and ensure that we resolve any concerns in a professional and satisfactory manner.
How to Complain
If you have a complaint, please contact us in writing setting out your concerns in detail explaining the issues that have emerged. We recognise that not all clients will be able to set out their concerns in writing and can accommodate any complaint made on the telephone, by e-mail or in person if you would like to meet our client care manager.
To Whom should you Complain?
When we are instructed in any matter you will receive a client care letter which sets out the terms and basis on which we accept instructions including how we would represent you in your matter. As part of that letter you will find details about how you should make a complaint. Complaints can be made to the client care manager – Mr. Nasim Ahmed. You can address your complaint to Mr. Nasim Ahmed as follows:
As soon as we receive a complaint we register this onto our system and will then send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our client care manager: Mr. Nasim Ahmed, who will review your matter file and speak to the member of staff who acted for you. In the event that the complaint is about Mr. Nasim Ahmed, the complaint will be dealt with Miss. Saba Nasim.
Mr. Nasim Ahmed will consider if he needs to invite you to a meeting to discuss and hopefully resolve your complaint. If he decides to meet with you he will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Mr. Nasim Ahmed will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Mr. Nasim Ahmed will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for another senior member of the team to review his decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
It should be noted that we must resolve any complaint within 8 weeks from the date the complaint was actually received by us.
We very much hope that you will have no cause to complain but at the end of the firm’s internal complaints process, if you are still not satisfied, or we have taken longer than the 8 weeks described above, you can then contact the legal Ombudsman (see contact details below). You have 6 months from the date of our final written response from us to you to complain to the legal Ombudsman and 6 years from the date of the act or omission giving rise to the complaint or 3 years from the date you should reasonably have known there are grounds for complaint (if the act/omission took place before 6 October 2010 or was more than 6 years ago) to further consider the complaint.