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, or about the bill, then you should inform us immediately, so that we can try to resolve the problem. In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
If you would like to make a formal complaint then please contact us by post to our offices at 201-203 Alum Rock Rd, Birmingham B8 1EU, telephone 0121 328 4282 or email firstname.lastname@example.org. Making a complaint will not affect how we handle your case.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.
- We will investigate your complaint. This will normally involve passing your complaint to our Client Care Director, Mrs Ahmad, who will review your matter file and speak to the member of staff who acted for you. If the complaint is in relation to Mrs Ahmad it will be referred to Mr Javed.
- We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
- Within five days of that meeting we will write to you confirming what took place and to set out any solutions that have been agreed with you.
- If you do not want a meeting, or it is not possible, you will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director within the firm to review the 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.
- If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows:
PO Box 6806
0300 555 0333
- Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to them:
- Within six months of receiving a final response to your complaint
- 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 we have to change any of the above timescales, we will let you know and explain why.
Complaints about your bill
The above complaints procedure also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and that if all, or part, of a bill remains unpaid, the firm may be entitled to charge interest.
Raising concerns with our regulator
The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For the public’ section.