Complaints Procedure

Introduction

Any expression of dissatisfaction about the service you have received  from Hadid Law Solicitors Limited will be considered seriously and we  will ensure that we respond promptly to any complaint.  We want to give you the best possible service.  Hadid Law Solicitors Limited is committed to providing a professional, efficient and courteous service to all our clients.  If you feel that we have failed to achieve an acceptable standard of service we want you to let us know.  We regard it as an opportunity to monitor and improve our quality of service.  We will investigate your concerns objectively and try to  generate a positive and speedy solution. 

What to do if you have a complaint about the service we have provided

In the unfortunate event you have a complaint, in the first instance it will be helpful to contact the person who is  working on your case to discuss your concerns and we will do our best to  resolve any issues at this stage. You must always try complaining to your solicitor or firm first. In most cases you will not be able to take your complaint further (whether to the legal ombudsman or to the SRA) if you have not already complained to your solicitor or firm first.   

If you are not happy with the reply provided by this person you can refer the matter to his/her supervisor or manager.   

The supervisor or manager will consider your complaint and carry out an investigation and will provide a proposed solution within ten business days. If the matter is complex and it takes longer to deal with your  complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting. Making a complaint will not affect how we handle your case.  

If, following investigation by the supervisor or manager, you  remain dissatisfied with the response then your complaint may be referred to our Director, Mr Mohammed Chishty, by email,  complaints@hadidlaw.co.uk, or by post at Hadid Law Solicitors Limited,  639 Stratford Road, Birmingham, B11 4EA .    

If there are any circumstances which make it difficult for you to make a complaint in writing, please call the Director on 01922 254 354 who will do all they can to assist you. The Director will ensure that your complaint about the service provided by Hadid Law Solicitors Limited is carefully examined and resolved as quickly as possible.  

Referal to the Legal Ombudsman

If you are not satisfied with the final response of our Director you may refer your complaint to the Legal Ombudsman.  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 from Hadid Law Solicitors Limited;

        and 

• No more than one year from the date of act/omission;

        or

• No more than one 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 9.00 a.m. to 5.00 p.m. 

Email: enquiries@legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ 

Raising concerns with the SRA

The Solicitors Regulation Authority (SRA) 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 via their website at www.sra.org.uk.

Hadid Law Solicitors Limited

01922 254 354

info@hadidlaw.co.uk