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Complaints

Our Complaints Handling Procedure

We want to give you the best possible service. However, if at any point you are dissatisfied or concerned about the service that we have provided then you should inform us immediately so that we can do our best 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. If you would like to make a formal complaint, then please contact our Client Care Director, Mr Saleem-ul-Haq Khan by writing to us at our address. Making a complaint will not affect how we handle your case. Within seven working days of receiving your complaint, we will acknowledge your complaint and record it in our Complaints Register, a separate file will be opened in which we will store any correspondence and other documents relating to your complaint. We will then investigate your complaint and give you our final decision within eight weeks of receiving your complaint (or sooner if possible). If you are not satisfied with our final decision, please let us know and we will review our decision again. We will let you know the result of any appeal within two weeks of receiving your appeal.

Legal Ombudsman

If after activating our formal Complaints Procedure you are unhappy with the outcome, or if we do not resolve your complaint within eight weeks, you may be able to have recourse to the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case. You must refer your complaint to the Legal Ombudsman within 6 months of our final response to you in respect of your complaint.

Any complaint made to the Legal Ombudsman must be made within 1 year from the date of the act or omission about which you are concerned or within 1 year from the date that you should have reasonably known that there was cause for complaint.

For more information contact the Legal Ombudsman. The Legal Ombudsman can be contacted by telephone no. 0300 555 0333 or by post to PO Box 6167, Slough, SL1 0EH. Further information and a complaint form may be obtained from www.legalombudsman.org.uk.

SRA

The Solicitors Regulation Authority (SRA) work with solicitors and authorised firms to ensure we comply with the SRA’s Principles, and act independently, fairly and with integrity to best serve the interests of our clients and the public interest. Whilst we strive to exceed those requirements you may feel, in certain circumstances, that we have fallen short. In that event, you have the right to make a complaint about us to the SRA, who can assist you. Please see the SRA’s website for further guidance about making a complaint to them. We suggest that you read this guidance before making a complaint. In most cases, you may need to make a complaint directly to us before the SRA will take your complaint any further.

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