We are committed to providing a quality legal service to all of our clients

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Which is why we aim to deal with any complaints promptly, fairly, openly and effectively. 

 

If this person cannot satisfactorily address your concerns and you wish to make a Complaint, please contact our designated Complaints Handler in writing at 87 Manningham Lane, Bradford, BD1 3BN or send an email to him by completing this form.

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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; and 

• 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 their matter of their right to complain and how complaints can be made.  We also advise them of their right to complain to the Legal Ombudsman, the time frame for doing so and full details of how to contact the Legal Ombudsman. 

 

When a client makes a complaint, it is handled in accordance with our complaints handling procedure.  On receipt of a complaint, our director sends the client 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 allow a maximum of eight weeks to consider the complaint. If for any reason, we are unable to resolve the problem within that timeframe, where the complaint has not been settled or dealt with to a client’s satisfaction, we advise the client again in writing of their right to pass the complaint to the Legal Ombudsman, the time frame for doing so and full details of how to contact the Legal Ombudsman. 

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We report and record every complaint made centrally. All complaints are referred to Jabran Hussain 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. 

 

If you are not satisfied with the outcome ​you can then contact the Legal Ombudsman:

• by letter at: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

• by telephone at: callers from UK: 0300 555 0333 / callers from overseas: +44 121 245 3050 by email at: enquiries@legalombudsman.org.uk

• The Legal Ombudsman may be prepared to investigate your complaint if you satisfy the relevant criteria. You must take your complaint to the Legal Ombudsman:

  • within six months of receiving a final response from us to your complaint; and no more than one year from the date of act/omission; or

  • no more than one year from when you should reasonably have known there was cause for complaint.

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The Solicitors Regulation Authority can help you 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. For more details visit https://www.sra.org.uk and  https://www.sra.org.uk/consumers/problems/report-solicitor.page

 

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