Complaint Policy

Complaints Policy

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

In the first instance, it may be helpful to contact the person working on your case to discuss your concerns, and we will do our best to resolve any issues. Making a complaint will not affect how we handle your case.

The Procedure

Stage 1

Although it is not essential, you should write to our Compliance Officer for Legal Practice, Saliha Khaldi, at sk@handssolicitors.co.uk.  Alternatively, please telephone 0207 3163090 if you wish to speak with the Compliance Officer for Legal Practice.

Stage 2

We will acknowledge receipt of your complaint within two working days of us receiving the complaint, enclosing a copy of this procedure. We take any form of complaint very seriously, and as a result of our ongoing commitment to ensure outstanding client care and service, we will thoroughly investigate the complaint.

Stage 3

The Compliance Officer will investigate the complaint will have complete access to all of the information and personnel that they require to investigate your complaint properly fully.  The Compliance Officer may contact you directly to discuss and request further information to assist the investigation.

Stage 4

The person investigating your complaint will send you a detailed written reply within four weeks of the date we received the complaint, together with their findings and any relevant recommendations regarding the issues you raise.

What to do if we cannot resolve your complaint

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 and

• 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.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

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.