Complaints Procedure

COMPLAINTS HANDLING PROCEDURE

QualitySolicitors A-Z Law strives to provide the highest standard of legal service to every client. We recognise however, that situations may arise where a client is not happy. We want to know about any problems so that we can put them right. We consider any complaint carefully and objectively, endeavouring to resolve the issues and reach a satisfactory conclusion.

INTERNAL PROCEDURE

If you have any concerns about our service, our work, or our charges, you should discuss these first with the caseworker who has day-to-day control of your matter.

If this person cannot satisfactorily address your concerns and you wish to make a complaint, please contact our Designated Complaints Handler, Ms Reena Padhiar.

Ms Padhiar in the first instance will:

  1. Review the matter with the adviser.
  2. Determine what degree of validity the complaint has.
  3. Decide how the complaint should be remedied.

Please be assured that making a complaint will not affect how we handle your case, and we will not make a charge for dealing with your complaint.

Our procedure is as follows:

Step One:

Please make the Complaints Handler/Caseworker aware of the full nature of the problem.

Step Two:

A full record of the nature of the problem, and the person responsible for resolving problems will send you a letter acknowledging your complaint within five working days. In this letter there will be confirmation of what will happen next and that an investigation of the matter will be sought within 10 working days.

Step Three: We shall then investigate the matter and reply in detail to you within 10 working days. If, for some reason, the matter cannot be investigated in this timeframe, then a letter will be sent to you notifying you of this together with the reason why and a revised timescale.

Step Four: If you are satisfied with the response, the matter will be closed. If you are not content, you will be invited to write to me asking me to review the decision. M Z Khan will respond to such a request within five working days.

Step Five:

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

and 

  • 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.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

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