Complaints Handling 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.

Our Complaints Procedure

If you have a complaint, please contact our complaints manager, Zarina Sulaiman- Zeb with the details.

What will happen next

1. We aim to resolve any complaint about the service we have given you as quickly as possible. If you are unable to resolve the matter with the person who has been dealing with you, please contact Mr A. Zeb.

2. We will send you a letter acknowledging receipt of your complaint within 7 days of us receiving the complaint, enclosing a copy of this procedure, and explaining how your complaint will be investigated, if a complete response to your complaint has not been made by that time. You will be told the latest date by which a complete answer will be given to your complaint (this should be no more 28 days after we received your complaint). If you have made the complaint verbally – either at a meeting or on the telephone – we will set out our full response of our understanding of the nature of your complaint

3. We will investigate your complaint sufficiently and fairly. This will normally involve passing your complaint to one of the managers who will review your matter file and speak to the member of staff who acted for you. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly.

4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision. You will be told about the conclusion of this review within 28 days.

5. 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.

6. If you are still not satisfied, you can then contact the Legal Ombudsman Tel No: 0300 555 0333, Email: enquiries@legalombudsman.org.uk, Website: http://legalobmudsma.org.uk/, Post: PO BOX 6806 Wolverhampton, WV1 9WG to ask them to consider the complaint further. Unless it agrees that there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in the first instance. You can refer your complaint up to 6 months after you have received our final written decision on your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to 3 years after discovering a problem. The Ombudsman deals with service-related complaints, any conduct-related complaints will be referred to the Bar Council.

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