Asghar and Co Solicitors Complaints Procedure
We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
In most cases, an informal chat with the lawyer responsible for your matter will resolve your concerns.
If it does not, you can formalise your complaint or speak to someone other than the lawyer responsible for your matter. Our complaints Director Zahra Asghar can record everything you are unhappy about and recommend the best solution for you. You can contact her by email on firstname.lastname@example.org.
What we need to know
To deal with your complaint correctly, it would be helpful when contacting us if you could provide the following information:
· Your name, contact details and preferred contact method
· File reference number
· Details of your concerns
· How you would like us to put things right.
What will happen next?
1. If you telephone us, we will endeavour to resolve the issue in that call.
2. If you email or write to us, or if your complaint cannot be resolved in a phone call, we will acknowledge receipt of your complaint in writing within 4 days of receiving it.
3. We will then investigate your complaint. This will normally involve our complaints Director reviewing your file and speaking to the member of staff who acted for you.
4. Within 14 days of sending you the acknowledgement letter our complaints Director will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, our complaints partner may instead offer you a chance to discuss the matter by telephone.
5. Within 3 working days of the meeting, or any telephone conversation we have with you instead of a meeting, our complaints partner will write to you to confirm what took place and any solutions we have agreed with you.
6. In any case she will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 2 above.
7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another director or someone unconnected with the matter at the firm to review her decision.
8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
9. If we have to change any of these timescales, we will let you know and explain why.
10. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at email@example.com. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
11. If a complaint cannot be resolved, you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case this is not available to businesses, only consumers. We will give you more information about that right if it becomes relevant.