We are authorised and regulated by the Solicitors Regulation Authority (SRA). We are committed to high quality legal advice and Client Care and aim to offer all our clients an efficient and effective service, the level of bill, or should there be any aspect of our service with which Clients are not satisfied, please contact Mr Adnan Saeed on 01582 737952 or by post to Clody House, 90-100 Collingdon Street, Luton – Beds LU1 1RX. We have a procedure in place, which details how we handle complaints.
We aim to deal with any complaints promptly, fairly, openly and effectively.
Our definition of a complaint is:
“any written or verbal expression of dissatisfaction referred to any person in our organisation by a client.
A complaint can be identified through a letter, telephone call, e-mail, and fax or in the course of a face to face conversation.
A complaint may involve:
• Dissatisfaction with the handling of a case;
• Disappointment with an alleged lack of communication;
• Frustration with an alleged lack of case progress;
• An allegation of discrimination; or
• Dissatisfaction with the outcome of the case.
However, issues of a very minor nature, for example, not returning a non-urgent telephone call until the following day will not be recorded as a complaint.
It is the policy of the firm that:
• Every complaint made by a Client is reported and recorded centrally;
• Every complaint received is responded to appropriately;
• The cause of the problem is identified, appropriate redress is offered, and
unsatisfactory procedures are corrected
We inform Clients in writing at the outset of the matter of their right to complain and how complaints can be made.
We also inform Clients in writing, both at the outset of their matter and at the conclusion of our complaints procedure (where the complaint has not been settled or dealt with to a Client’s satisfaction) of their right to complain to the Legal Ombudsman, and /or SRA, the time frame for doing so and full details of how to contact the Legal Ombudsman.
When a Client makes a complaint, we send them our standard letter which sets out our complaints handling procedure, outlining the relevant stages and timescales. Where appropriate, we shall ensure that our procedure is tailored in response to the needs of our individual Clients, especially those who are vulnerable.
We report and record every complaint made centrally. All complaints are referred to Mr Adnan Saeed in the first instance, who:
• Reviews the matter with any staff member involved;
• Identifies the cause of any problems of which the Client has complained
• Determines what degree of validity the complaint has; and
• Decides how the complaint should be resolved.
Where Mr Adnan Saeed identifies a potential negligence claim or where a Client claims financial loss, compensation or threatens legal action, the case must be referred immediately to Mr Adnan Saeed who will decide, in conjunction with our insurers, whether we should continue with this complaints procedure or adopt some other course of action.
We inform Clients, if we discover any act or omission which could give rise to a claim by them against us but before doing so fee earners must refer any such cases to their supervisor for advice. If the supervisor agrees that the circumstances of the case could give rise to a claim then the case must be referred immediately to Mr Adnan Saeed who will decide, in conjunction with our insurers, what information should be provided to the Client.
Mr Adnan Saeed will offer the Client appropriate redress and recommend amendments to unsatisfactory procedures to Mr Mirani where appropriate who will ensure that any unsatisfactory procedures are corrected.
Any complaints made where Mr Adnan Saeed had conduct of the matter are referred to Mr Faisal Mehmood.
Mr Adnan Saeed will keep details of all complaints received in a central record. Copies of any documents/correspondence showing how each complaint is resolved are also retained on the central record.
Mr Adnan Saeed has overall responsibility for handling complaints and carries out an analysis of the central record of complaints annually. Following this review, he decides whether any action can be taken to improve our services. The results of the review (i.e. any trends identified and action proposed) are documented.
Mr Adnan Saeed is responsible for the operation of this procedure. He will review it annually to verify that it is an ineffective operation.
We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman and/or SRA to consider the complaint.
The Solicitors Regulation Authority could help you if you think a solicitor might be dishonest or you have concerns about their behaviour.
Shutting down their law firm without telling you.
Dishonesty or deliberately overcharging you.
Taking or losing your money.
Treating you unfairly because of your age, a disability or other characteristic.
You can find out at https://www.sra.org.uk/consumers/problems/report-solicitor/
Or email at or post to:
Solicitors Regulation Authority
199 Wharfside Street
The Legal Ombudsman could help you if you are not happy with your solicitor's work or service and need to put things right.
Not replying to your emails, letters or calls.
Losing your documents or giving you unclear advice.
Charging you an amount you are not happy with.
Not explaining issues properly so you do not understand.
The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or www.legalombudsman.org.uk.