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Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have 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 who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, please see our full formal complaints handling procedure below. Making a complaint will not affect how we handle your case.

What do to 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 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Complaints Handling Procedure

Although not essential, in making your complaint it is helpful for you to provide Stephen Lickrish and/or Saeed Hafezi with details in writing.

However, should you prefer not to do this, please arrange to see Stephen Lickrish and/or Saeed Hafezi who will be pleased to deal with it.

What will happen next?

Stage 1: Acknowledgement of the complaint:

  1. We will acknowledge receipt of your complaint, set out our understanding of it and request your confirmation or seek necessary clarification. We also confirm who will deal with your complaint.
  1. We will register your complaint in our Central Register (for monitoring and management information purposes) and open a separate file.
  1. We acknowledge receipt of your confirmation letter or telephone call and confirm what will happen next.

Timescale: All Aspects of Stage 1 will be completed within 5 working days of receipt of the complaint.

Stage 2: Investigation of the Complaint:

  1. We will then commence investigating your complaint. This will normally involve the following steps:

a)    The complaint will be referred to Stephen Lickrish or Saeed Hafezi

b)    They will ask the person who acted for you to provide him with a response to your complaint.

c)    They will then examine the response and the file as against your complaint and, if necessary, speak to the person who acted for you.

Timescale:  All aspects of the complaint will be completed within 20 working days from the receipt of the complaint.

Stage 3: Resolving of the Complaint:

  1. Stephen Lickrish or Saeed Hafezi will then write to you inviting you to meet with him to discuss and hopefully resolve your complaint.
  1. If a meeting is declined or for some reason impractical Stephen Lickrish or Saeed Hafezi will write to you with a detailed response to your complaint with any suggestions he has for resolving it to our mutual satisfaction.
  1. If a meeting between us takes place Stephen Lickrish or Saeed Hafezi will still write to you to confirm and detailing any agreed solution that was arrived at.

Timescale: Stage 3 to be completed within 30 working days of receipt of complaint

Stage 4: Review of Decision:

  1. If, at a meeting or from your written reply to Stephen Lickrish or Saeed Hafezi’s detailed response, you remain dissatisfied with what he says and how it is proposed to resolve your complaint we will arrange for the decision to be reviewed.

a)    We may ask our Local Law Society or another local firm of solicitors to review the conduct of and the decision on your complaint (if they are willing to do this).

b)    We may invite you to agree to a process of formal mediation through an independent mediator (if this is available).

Note: the Timescale for concluding the review process at a) and b) above will need to be agreed with the individuals involved but you will need to be told how long the process will take.

  1. After the review has taken place you will be informed of the outcome. This will review our initial handling of your complaint and our decision on it.
  1.     If you still remain dissatisfied with how your complaint has been handled and the decision on it, we will write to you confirming our final position on your complaint and explaining why we consider our handling of, and decision on, it (and of any review) was reasonable. We will also supply you with the name and address of The Legal Ombudsman, the Solicitors’ Regulatory body to whom you may refer your complaint once we have concluded our professional obligation to try and resolve it.

Time scale: Completion of Stage 4 will be dependent on timescales set by the individual reviewers.  However we aim to conclude the entire complaints process within 40 working days of the receipt of the complaint

Please note: changes to any of the above timescales will be confirmed to you with an explanation of why.

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