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Complaint Policy

Our Complaint Procedure

LawGate Solicitors is confident on itself of client care. The Firm will welcome a feedback from all our clients if they feel improvements can be made in the service we provide. Any feedback should be sent to Mr Shahzad Akhtar at first instance.

We try our level best that a complaint will not arise, however if it does arise, the procedure written herein will be followed. We understand that the clients must be made aware of their rights to claim against a Firm. This procedure is also form part of our Terms of Business. The Firm is capable of dealing with any complaints promptly, fairly, openly and effectively.

The firm will also put all the relevant complaint information on the website to make sure that everyone can access the information easily.

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the services, we provided then you should inform us immediately, so that we can do our best to resolve the problem.

Contact Case Worker: -

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, then you can read our full complaints procedure as written below. Making a complaint will not affect how we handle your case.

Receipt of a complaint will trigger the following complaints handling procedure:

Within 7 days:

We will record client’s complaint in our central register and open a file for client’s complaint. You will receive a letter acknowledging your complaint. This may ask you to confirm or explain the detail of your complaint. Mr Akhtar will deal your complaint and provide a written copy of our complaints handling policy.

Within 21 days:

We will also acknowledge your reply and confirm what will happen next.  We will then start to investigate your complaint. 

Mr Shahzad Akhtar will consider your complaint and the information in your complaint. He may also speak to the person who acted for you. You will be invited to a meeting with the solicitors who acted for you. Mr Akhtar will then invite you to a meeting to discuss the matter in the hope that your complaint may be resolved. He will do this within 21 days of sending you the acknowledge letter.Mr Akhtar will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. You will receive written confirmation of the outcome of the meeting and any solutions agreed within three days of that meeting.

Within 28 days:

In the event that you do not wish to have a meeting to resolve your complaint or it is not possible, you will receive a full written response to your complaint. This will include proposals to resolve the complaint.

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.

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

 

YOU CAN CONTACT SRA: -

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.