Our complaints procedure is as follows:
If you perceive a problem with our service, please communicate the details to us in whichever way suits you best, but preferably in writing addressed to Ms Tahira Shaffi, the Senior Partner in the firm. If the complaint is about Ms Tahira Shaffi, the matter will be referred to another person in the firm.
On receiving the details of your complaint from you, the complaints partner will record the matter in our central register and open a complaint file.
Ms Shaffi will write to you acknowledging your complaint. You can expect to receive this acknowledgement within 5 days of our receiving your complaint.
Ms Shaffi will gather information concerning your complaint and will initiate investigations. This procedure should take no more than 5 days.
Ms Shaffi will consider all the issues and decide on the next course of action and how best to deal with your complaint.
Whenever possible, Ms Shaffi’s decision will be sent to you within 10 days of completing her investigation.
Our sole intention will be to investigate the issues thoroughly, and, should they be substantiated, resolve your complaint to your complete satisfaction.
If following our investigations you are dissatisfied, you may contact us again, requesting that we review our decision. We will let you know the result of any review within 7 days of its completion and will confirm to you in writing our final position on your complaint, explaining the reasons for the decision reached.
If within eight weeks of a complaint being made to us we have not resolved the matter to your satisfaction you have a right to refer your complaint to the Legal Ombudsman. This must be done within six months of our written response to you. The Legal Ombudsman can be contacted by post, e-mail or telephone, as follows:
Post: The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
Any complaint should be made to us or the Legal Ombudsman within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
You will not be charged for any time we spend dealing with your complaint.
If any of the above time-scales need to be varied, we will let you know with an explanation as why changes were necessary.