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. If you would like to make a formal complaint, please provide details of any issues you have experienced in writing addressed to Saadia Ahmed, Imaan Solicitors to our main office address at Unit 16 Windrush Millennium Centre, 70 Alexandra Road, Manchester, M16 7WD or by email to firstname.lastname@example.org with the subject line titled “Complaint by (include your full name)”.
Once we receive your written complaint, we will send you a letter acknowledging it within three days and following this we will send to you a response within seven days of the date of receipt of your complaint.
Sometimes it is appropriate to meet and discuss the complaint further. If so, we are generally in a position to do this within two weeks of receiving your original complaint and we will try our best to reach a satisfactory outcome for you.
Making a complaint will not affect how we handle your case.
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.
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.