Complaints

It is always our top priority to provide high-quality legal services to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. We would encourage you to first discuss your concerns with the solicitor/case-worker handling your case, as this will often be the quickest and best way to resolve the problem. If this does not prove satisfactory and you wish to pursue a complaint please contact our Complaints Manger: Mr Muhammad-Khalid Bashir via telephone on 0203 953 0761; by email: info@ahlaws.co.uk or by post to our office address: 27 Springfield Road, Harrow, HA1 1QF.

What will happen next?

1. We will acknowledge your complaint as soon as possible or within 10 working days of it being received.
2. If your issues of complaint have not been specified, Muhammad-Khalid Bashir will then try and arrange a telephone discussion with you to clarify the issues and see if there is a quick way of resolving the complaint with you.
3. If the matter remains unresolved, once we have received all the relevant information, your matter will be investigated by Muhammad-Khalid Bashir.
4. Following the investigation, Muhammad-Khalid Bashir will send you a detailed written reply to your compliant, including his findings and suggestions for resolving the matter, within 6 – 8 weeks of sending you the acknowledgment letter. If we need to change this timetable, we will let you know and explain why.

If you are not satisfied with our final response or resolution, you can then refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal services you have received from us.

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 1 year from the act/omission that lead to the complaint. Or;
• No more than 1 year from when you should reasonably have known there was cause for complaint.

Legal Ombudsman contact details are as follows:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
T: 0300 555 0333
E: enquiries@legalombudsman.org.uk

Abbott and Harris Solicitors Ltd is regulated by The Solicitors Regulation Authority. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. You can raise your concerns with the Solicitors Regulation Authority.