Complaints Policy

What will happen next?

We will send you a letter acknowledging receipt of your complaint within two working days of receiving the complaint, enclosing a copy of this procedure. If you require a specific format, please contact Masoud Kasim and advise him of your specific requirements.
We will then investigate your complaint. This will usually involve passing your complaint to our Complaints Manager, Masoud Kasim, who will review your matter file and speak to the member of staff who acted for you.

Mr Kasim will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Masoud Kasim will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, Masoud Kasim will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter, we may arrange for another director to review the decision at this stage. Within 14 days of receiving your request for a review, we will write to you confirming our final position on your complaint and explaining our reasons.

If we cannot address your concern’s here at the firm, you may complain to the Legal Ombudsman directly. You can ask the Legal Ombudsman to look at your complaint if it meets all three of the conditions below:

• The problem, or when you found out about it, happened after 5 October 2010.
• You are referring your complaint to the Legal Ombudsman within either of the following: Six years of the problem happening; or three years from when you found out about it.
• You are referring your complaint to us within six months of your service provider’s final response. You have exhausted the firm’s internal complaints handling procedure in which it has eight weeks to deal with your complaint and provide you with a final decision.

Anyone making a complaint to the Legal Ombudsman must be:

• An individual; An enterprise with less than ten staff or with a balance sheet of fewer than 2 million Euros as defined by the European Recommendation 2003/361/EC of 6 May 2003;
• A club, association or society with an annual income of less than £1 million; A charity with a yearly income of less than £1 million;
• A trustee of a trust with a net asset value of less than £1 million;
• A personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring their complaint to the Legal Ombudsman.