GET IN TOUCH

Introduction

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we are providing to you then you should inform us immediately so that we can do our best to resolve the problem for you.

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What is a complaint?

Either:

- A report by a client that their expectations of what they consider to be a good service has not been met; or

- A report by a prospective client that we have unreasonably refused a service to them and/or persistently, or unreasonably, offered a service that they do not want and the prospective client has evidence to show that we did not have reasonable grounds to do so.

 

Making a complaint will not affect how we handle your case.

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Our Complaints Procedure

• In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage.

 

• If the issue is not resolved at this point the matter will be referred to the person’s Supervisor which is usually Abdurahman Suleman, Managing Director with whom you can also make direct contact. His contact details are provided below. The Supervisor will send you a letter acknowledging receipt of your complaint within 7 days of becoming involved and will enclose a copy of this procedure;

 

• The Supervisor will carry out an independent investigation and respond to you, usually within 14 days. Sometimes we may suggest a meeting if we think it would help resolve the issues. If the Supervisor is unable to produce a full reply within the 14 day period, they will contact you again with an estimated date by which they expect to have completed their investigations.

 

• Following completion of those investigations and any meeting, the supervisor will provide their written response with any suggestions for resolution. This will be our final position on your complaint and will usually be provided within 21 days of the matter being referred to them.​

 

What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have your complaint independently investigated by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from conveyancers and solicitors.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

·     Within six months of receiving a final response to your complaint and

·     No more than 1 year from the date of act/omission; or

·     No more than 1 year from when you should reasonably have known there was cause for complaint.

 

If  you would like more information about the Legal Ombudsman, please contact them.

Contact details:

• Visit www.legalombudsman.org.uk   

• Call 0300 555 0333 between 9am to 5pm.

• Email: enquiries@legalombudsman.org.uk    

• By post: Legal Ombudsman PO Box 6167, Slough, SL1 0EH

 

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.

 

You can raise your concerns with the Solicitors Regulation Authority.

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Alternative Dispute Resolution Schemes

Alternative complaints bodies (such as Ombudsman Services www.ombudsman-services.org/) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

However, we don’t currently agree to use this Alternative Dispute Resolution service in view of the availability of the independent Legal Ombudsman Service established under the Legal Services Act 2007.

 

Contracts entered into Online

If we are unable to resolve your complaint which relates to a contract entered into online, you may contact the Online Dispute Resolution providers by accessing the following link http://ec.europa.eu/consumers/odr

 

Client Care Director’s contact details

Abdurahman Suleman is based at:

Wentworth Building,

1b Fairways Office Park,

Pittman

Way, Preston,

PR2 9LF.

His telephone number is 01772 653333

or e-mail him at  ars@amssolicitors.co.uk