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Complaints Procedure

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We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need our clients to tell us about it. This will help improve our standards. Whenever possible, please raise any initial client care problems with the person acting on your case to give them the opportunity of resolving matters with you. Often, matters can be quickly resolved in this way.

 

If you are unhappy about any aspect of the service you have received, or about the bill, please contact us by post to our office at 24, Sunbridge Road, telephone: 01274 301999 or email info@khansolicitors.com. We have a procedure in place which details how we handle complaints as follows:

 

Our Procedure

 

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will investigate your complaints. This will normally involve passing your complaint to our Mr Majid Rashid, who will review your matter file and speak to the member of staff who acted for you.
  3. 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 acknowledgment letter.
  4. Within three days of that meeting, we will write to you to confirm what took place and any solutions that have been agreed with you.
  5. If your 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 sending you the acknowledgement letter.
  6. 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.
  7. We will write to you within 14 days of receiving your request for a review, confirming out final position on your complaint and explaining our reasons.
  8. If you are still not satisfied with our handling of your complaint you can ask for the Legal Ombudsman to consider your complaint. Contact details are as follows:

PO Box 6806

Wolverhampton

WV1 9WJ

Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within the following timescales:

  • Six years from the date of the act or omission about which you are complaining occurring, or
  • Three years from the date you should reasonably have known there were grounds for complaint.

However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6th October 2010.

We would hope that this does not become necessary and that we can resolve matters between ourselves.

 

9.     If we have to change any of the above timescales we will let you know and explain why.

Alternative complaints bodies (such as ProMediate and Small Claims Mediation) exist which are competent to deal with complaints about legal services should both you and our firm content to use such a scheme. In the event that you wish to use an alternate complaint body you should advise us and we will then state if we agree.

The complaints procedure also includes 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 Solutions Act 1974; and that if all, or part, of a bill remains unpaid, the firm may be entitled to charge interest.