We are committed to providing high quality legal advice and client care. We keep in regular touch with you, give you our direct lines, have a 24/7 live chat service on our website, carry out frequent client satisfaction surveys and invite feedback. However, if you become unhappy or concerned about the service provided, please tell us straightaway:
- email: [email protected] and our legal team will respond within 1 working day
- email Imran Safdar, our Business Director, on: [email protected]
- call Reception on 020 3858 8020 and ask for Aina Khan OBE’s PA who will escalate the concern
If we are unable to resolve your concern, please see below.
Formal Complaints Procedure
- A formal complaint should be addressed to our Client Care Manager, Ingemar Hunnings on: [email protected] or in writing to us at 25 Southampton Buildings, Chancery Lane, London, WC2A 1AL. Please set out the details of the complaint and he will aim to acknowledge your complaint within 7 working days of receipt.
- Mr Hunnings will discuss your complaint with the person handling your case, ask them to conduct a complete review of the file and interview any other people involved. You will receive an email response within 21 days from the date the complaint is first received. This response will set out the result of our investigation, any proposed resolution and any procedural changes we will make to ensure the situation does not arise again.
- If you are not satisfied with the outcome of the complaint, you should email Mr Hunnings explaining why you are unhappy with the conclusion. This will then be referred to another senior member of staff who will review the complaint. Mr Hunnings will write to you within 5 working days of the conclusion of the review, to confirm the outcome. He will send details of the Legal Ombudsman should you still not be satisfied with the outcome of the review.
Taking the Complaint Further
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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
- No more than six years from the date of act/omission; or
- No more than three years 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.
Call: 0300 555 0333 between 9.00 to 17.00.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
Complaints about a client’s rights under the General Data Protection Regulation must be submitted to the Information Commissioner’s Office – www.ico.org.uk. Any disputes or legal issue arising from our Client Care and Terms of Business will be determined by the law of England & Wales and considered exclusively by the English & Welsh courts.