Complaints Handling Policy

Local Solicitors is confident on itself and on its high level of client care. The Firm will welcome the feedback from all our clients in the event that they feel improvements can be made in the service we provide. Any feedback should be sent to Chaudhry Imtiaz Ahmad Hunjra at first instance.

We very much hope that a complaint will not arise, however;   the Firm will provide written complaint procedure at the outset of the client’s matter. Clients must be made aware of their right to claim against legal practice. The legal practice must be capable of dealing with any complaints promptly, fairly, openly and effectively. The firm will also put all the relevant complaint information on the website to make sure that everyone can access the information easily.

Receipt of a complaint will trigger our complaints handling procedure:

 

Within 7 days:

We will record client’s complaint in our central register and open a file for client’s complaint. You will receive a letter acknowledging your complaint. This may ask you to confirm or explain the detail of your complaint.  We will let you know who will be dealing with your complaint and provide a written copy of our complaints handling policy.

 

Within 21 days:

We will also acknowledge your reply and confirm what will happen next.  We will then start to investigate your complaint.  This may involve one or more of the following steps:

If your contact partner acted for you, he or she will consider your complaint. The partner will then invite you to a meeting to discuss the matter in the hope that your complaint may be resolved.

If someone else acted for you, the supervising partner will ask them to provide a reply to your complaint. The partner will then examine their reply and the information in your complaint file.  He or she may also speak to the person who acted for you. You will be invited to a meeting with the solicitor who has acted for you and, if necessary, the supervising partner.

You will receive written confirmation of the outcome of the meeting and any solutions agreed within three days of that meeting.

 

Within 28 days:

In the event that you do not wish to have a meeting to resolve your complaint or it is not possible, you will receive a full written response to your complaint. This will include proposals to resolve the complaint.

 

 

Review of the Decision:

If you are still not satisfied, you should let your contact partner know.  They will then arrange a review of the complaint. The review may take place in one of the following ways:

Your contact Partner will review the decision themselves within 14 days.

Your contact Partner will arrange for someone who is not connected with the complaint to review the decision within 14 days.

Your contact Partner will ask the Law Society or another local firm of solicitors to review your complaint.  They will let you know how long this process will take.

Your contact Partner will invite you to agree to independent mediation and will let you know how long this will take.

The contact partner will write to you within 14 days of receiving a request for a review confirming their final position on your complaint and explaining their reasons.

In the event that you are still not satisfied, you may contact the Legal Ombudsman about your complaint.

 

The Legal Ombudsman

 

The Legal Ombudsman is an independent body set up to resolve complaints about legal services. They can be contacted through their website www.legalombudsman.org.uk or by telephone on 0300 555 0333.

As of the 1st April 2013, the time limit for the Legal Ombudsman accepting a complaint will be:-

6 years from the date of the act or omission complained of

3 years from when the complainant should have known about the complaint

The Legal Ombudsman will not accept complaints where the act or dates of awareness were before the 6 October 2010.

The time limit for a client to complain to the Legal Ombudsman is six months from the end of our complaints process and they do generally require that a firm’s internal complaints procedure has been exhausted before they investigate a complaint.

 

Timescales

It may be that the timescales within our Complaints Policy need to be varied. In the event that we need to change the timescales, we will write to you with the reason why and with confirmation of the new time scales.

 

The Designated Officer

 

Name:    Chaudhry Imtiaz Ahmad Hunjra

Position:    Director/Owner

Telephone Number:   020 8617 9669