Client Care and Complaints Procedure
The Solicitors are committed to providing high-quality legal advice and client care. However, if the Client has concerns about any aspect of the Solicitors’ services (including the Fees), the Client should contact the person dealing with the Matter; alternatively, the Client may contact the Solicitors’ Managing Partner and Complaints Handler, Muhammad Zahab Jamali. This may be done by phone (0207 112 4946), by email: [email protected] or by writing to S. A. J Legal, Ludgate House, 107-111 Fleet Street, London, EC4A 2AB.
The Solicitors have a procedure that sets out how they handle complaints:
- The Client may make a complaint at any time.
- In the first instance, the primary file handler will try and resolve the complaint directly with the Client.
- If the complaint cannot be resolved, it will be referred to Mr Muhammad Zahab Jamali.
- Mr Jamali will arrange to have a meeting or discussion with the Client and will do so within 3 days of being notified of the failure to resolve the complaint.
- If Mr Jamali is unable to resolve the complaint during that meeting or discussion, the Client will be asked to raise their concerns in writing.
- Depending on the nature and seriousness of the complaint, Mr Jamali (or a person designated by him) may decide that an internal investigation is appropriate; if this is the case, he will inform the Client of the position and the likely time it will take for the investigation to be concluded.
- Mr Jamali (or a person designated by him) will then write to the Client to outline the outcome of the investigation and his findings.
If the Client is not satisfied with the way the Solicitors have handled a complaint (or if the Solicitors have not resolved the complaint within the timeframe referred to above), then the Client may then ask the Legal Ombudsman (LeO) to consider the matter. The LeO may be contacted at the Office for Legal Complaints on 0300 555 0333, or by writing to PO Box 6806, Wolverhampton, WV1 9WJ, or by emailing [email protected]
Please note that from the 1 April 2023, you must lodge a complaint with the Ombudsman within one year from the date of the issue you want to complain about or one year from when you should have realised there was cause for complaint. See the LeO website at www.legalombudsman.org.uk for further details.