Complaints Procedure

Client feedback and complaints

We are committed to providing a quality service to our clients. We value feedback from clients greatly because it helps us to continually improve our services. If you do not feel that you are receiving excellent client service or that something could be improved, please do tell us about it. If we have fallen short of the high standards which we have set for ourselves then we would like the opportunity to put it right.

What do I do if I have feedback or a complaint?

At first it would be helpful if you could discuss any feedback or concerns which you have about our service or how it might be improved with the lawyer dealing with your matter. If the lawyer dealing cannot resolve your concern informally, or if the issue is of such a serious nature that you do not feel comfortable raising it with your lawyer, then you may discuss this with our Complaint Manager Mr Anwar Qazi as a complaint under this policy. You can telephone Mr Qazi on 020 3161 5450. Alternatively, you can email him on anwar@qazisolicitors.com, or write to our firm address: 37 Watford Way, Hendon, London, NW4 3JH. Alternatively, if your complaint is made against the complaint handling partner namely Mr Anwar Qazi, you will be able to make a complaint to Mr Mujeeb Ur Rehman, Deputy Complaint Manager, who is a solicitor at the firm. You can email him on mujeeb@qazisolicitors.com, write to our firm address: 37 Watford Way, Hendon, London, NW4 3JH

How do I raise a complaint under this policy?

It would help us if you could email the following information in order for us to deal with your
concerns promptly:

why you feel dissatisfied with the service which you have received;
how you would prefer to be contacted about your complaint;
If there is anything in particular which you would like us to do to resolve your complaint.

If you would prefer not to email details of your complaint in this way then please call to discuss the best way to get an understanding of your concerns.

What happens after I have made a complaint under this policy?

We will:

• send an acknowledgement of your complaint within 14 days of receiving it;

• log your complaint on our central complaints register;

• Investigate the concerns and arrange a discussion with you to try to agree how to resolve
the issues within 21 days of receiving your complaint;

• write to you within 28 days of receiving your complaint to confirm the outcome of this.

In exceptional circumstances it may be necessary to extend these timescales but we will try to agree any variations with you first. If you remain dissatisfied after eight weeks we will always ensure that you are reminded at that time of how to make a complaint to the Legal Ombudsman if you are eligible to do so.

What might the outcome of my complaint be?

We regret any dissatisfaction experienced by our clients and will apologise where our service has fallen below the standards we aim to provide. We may also agree appropriate steps to address your concerns and reduce the risk of the same problem recurring.

What if I remain dissatisfied?

If you remain dissatisfied with our final response, or if we have not resolved your complaint within eight weeks, you may be entitled to ask the Legal Ombudsman to consider your complaint. The Legal Ombudsman service is not available to every client, including certain larger organisations.

You can contact the Legal Ombudsman:

Website: Legal Ombudsman complaints guidance
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Generally, you must refer your complaint to the Legal Ombudsman:

within one year of the act or omission being complained about; or
within one year of when you should reasonably have known there was cause for complaint; and
within six months of receiving our final written response.

The Legal Ombudsman may extend these time limits in limited circumstances. You should contact the Legal Ombudsman promptly if you are unsure whether your complaint is in time.

The Legal Ombudsman deals with concerns about the standard of service provided. More serious concerns about professional conduct, such as dishonesty, misuse or loss of client money, or unlawful discrimination, may be reported to the Solicitors Regulation Authority. Further information is available at report a solicitor or firm to the SRA.

advice@qazisolicitors.com