We are confident of providing a high quality service in all respects. If, however, you have any queries or concerns about our work for you, please raise them in the first instance with person having day to day conduct of your case.  

A complaint is an expression of dissatisfaction about the way in which we have carried out, or failed to carry out, our work which requires a response.  Complaints may be made about any aspect of the service we have provided, for example: 

• mistakes or lack of care
• unreasonable delay
• unprofessional behaviour
• discrimination

If that does not resolve the problem to your satisfaction or you would prefer not to speak to him/her, then please contact Mr Nashir Uddin, our Complaint Partner.  All solicitors/caseworker must attempt to resolve problems that may arise with their services. It is therefore important that you immediately raise any concerns you may have with us. We value you and would not wish to think you have reason to be unhappy with us.  

Complaints procedure  

• First Stage:    
  • Should you have any occasion to feel unhappy about our service please let your caseworker or solicitor know straight away, and he or she will discuss your concern which may be resolved very quickly. You may be invited to attend the Office to discuss the matter further and resolved to your satisfaction. 
• Second Stage:  
  • Should you, however, wish to make a complaint, Mr Nashir Uddin or Gurpal Oppal, both Partners and Solicitors at the Firm, will be prepared to meet with you and to try and resolve your complaint in accordance to our complaint procedure.   First you will need to write down your complaint and address it to Mr Nashir Uddin [If you complaint is against Mr Nashir Uddin then address your letter to Mr Gurpal Oppal]. Making a complaint will not affect how we hand your case. 
  • You will need to address the nature of your concern, giving as much information as possible and how you would like it to be resolved. Mr Uddin or Mr Oppal with then acknowledge your complaint within 2 working days of Receipt. 
  • Within an additional 5 – 10 working days of acknowledgement of your written complaint, Mr Uddin or Mr Oppal will undertake a detailed investigation regarding your concern and write back to you with their report. They will discuss the nature of you complaint, how it can be resolved or will arrange a meeting with you to discuss the matter further or any remedies offered. 
  • The Solicitors Regulation Authority can help you if you are concerned about our behaviour or SRA Principles. 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. 

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. 

• 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