Local Solicitors is confident on itself and on its high level of client care. The Firm will welcome a feedback from all our clients in the event that they feel improvements can be made in the service we provide. Any feedback should be sent to Mr Chaudhry Imtiaz Ahmad Hunjra at first instance.
We hope that a complaint will not arise, however if it does arise, the procedure written herein will be followed. We understand that the clients must be made aware of their rights to claim against a Firm. This procedure is also form part of our Terms of Business. The Firm is capable of dealing with any complaints promptly, fairly, openly and effectively.
The firm will also put all the relevant complaint information on the website to make sure that everyone can access the information easily.
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the services, we 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 at this stage.
If you would like to make a formal complaint, then you can read our full complaints procedure as written below. Making a complaint will not affect how we handle your case.
Receipt of a complaint will trigger the following complaints handling procedure:
Within 7 days:
We will record client’s complaint in our central register and open a file for client’s complaint. You will receive a letter acknowledging your complaint. This may ask you to confirm or explain the detail of your complaint. We will let you know who will be dealing with your complaint and provide a written copy of our complaints handling policy.
Within 21 days:
We will also acknowledge your reply and confirm what will happen next. We will then start to investigate your complaint. This may involve one or more of the following steps:
If your contact partner acted for you, he or she will consider your complaint. The partner will then invite you to a meeting to discuss the matter in the hope that your complaint may be resolved.
If someone else acted for you, the supervising partner will ask them to provide a reply to your complaint. The partner will then examine their reply and the information in your complaint file. He or she may also speak to the person who acted for you. You will be invited to a meeting with the solicitor who has acted for you and, if necessary, the supervising partner.
You will receive written confirmation of the outcome of the meeting and any solutions agreed within three days of that meeting.
Within 28 days:
In the event that you do not wish to have a meeting to resolve your complaint or it is not possible, you will receive a full written response to your complaint. This will include proposals to resolve the complaint.
What to do if we cannot resolve your complaint
The Solicitors Regulation Authority 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 raise your concerns with the Solicitors Regulation Authority.
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 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 you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Designated Officer
Name: Chaudhry Imtiaz Ahmad Hunjra
Telephone Number: 020 8617 9669
Email: [email protected]