We aim to provide the highest level and quality of advice and service in an understandable, prompt and courteous manner. We welcome any suggestions that help us to improve our service.
We recognise that on occasion, things can go wrong. To raise a concern or make a complaint about our services or a bill, please, in the first instance, raise it with our Managing Director, Wahidur Rahman, who will investigate the complaint and respond in writing within 7 days of completion of that investigation. We will always endeavour to resolve your complaint within 30 days of you raising the complaint.
We want the opportunity to put matters right and we hope and expect to be able to reach a satisfactory solution with you. If we cannot reach a solution together, you can pursue your complaint with the Legal Ombudsman.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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 the Legal Ombudsman:
Within six months of receiving our final response to your complaint
and
No more than one year from the date of the act or omission being complained about; or
No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information, contact the Legal Ombudsman
You can write to them at:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk
Not all clients are eligible to pursue the Legal Ombudsman route, and so you should check the Legal Ombudsman’s website for the relevant detail.
If eligible, you normally have 6 months from our telling you our final response to your complaint to refer it to the Legal Ombudsman.
