Complaints Procedure

 

At Criminal Defence Solicitors we aim to provide the best possible service to our clients and, in order to do this, we need to know from you if you feel dissatisfied.  Should you have any occasion to feel unhappy about our service, or about the bill, please let me know straight away and I will discuss this with you.  Should you wish to make a complaint, Noor Lodhi is the person who deals with these matters and he will be prepared to meet with you to discuss your complaint. If your case is being dealt with by Mr Lodhi, then you should address your complaint to Mr John Kishin-Navani, who is also a Partner of the firm.  We have a procedure in place which details how we handle complaints which is available upon request.  We have eight weeks to consider your complaint. If we have not resolved it within this time, or if you are not happy with our handling of your complaint, you may complain to the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333, website www.legalombudsman.org.uk). The Legal Ombudsman will expect you to have given your lawyer a chance to resolve your complaint before it will get involved. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us and within six years from the date of the act or omission about which you are complaining, or three years from the date you should reasonably have known there were grounds for complaint.

 

You also have a right to complain about or challenge your bill by applying for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill, if you have applied to the court for assessment of that bill.

 
Our Procedure
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  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

  2. We will investigate your complaint. This will normally involve passing your complaint to our Mr Lodhi, who will review your matter file and speak to the member of staff who acted for you.

  3. Mr Lodhi will then invite you to a meeting to discuss and hopefully resolve your complaint. He/she will do this within 14 days of sending you the acknowledgement letter.

  4. Within three days of that meeting Mr Lodhi will write to you to confirm what took place and any solutions he has agreed with you.

  5. If you do not want a meeting, or it is not possible, you will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement latter.

  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner within the firm to review the decision.

  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

  8. If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows:

 

 

Any complaint to the Legal Ombudsman must normally be made within the following timescales:

  • Six years from the date of the act or omission about which the client is complaining occurred, or

  • Three years from the date the client should reasonably have known there were grounds for complaint (if the act/omission took place before 6th October 2010 or was more than six years ago), and

  •     Within six months of receiving a final written response from the firm about the complaint. 

 

In relation to a) and b) the act/omission, or when the complainant should reasonably have known there was cause for complaint, must have been after 5th October 2010.

 

We would hope that this does not become necessary and that we can resolve matters between ourselves.  If this is not the case however, we would be happy to provide you with the necessary information to make such a complaint.  If we have to change any of the above timescales, we will let you know and explain why.

Address:           PO Box 6806, Wolverhampton WV1 9WJ

Telephone:       0300 555 0333

Email:              enquiries@legalombudsman.org.uk

Website:           www.legalombudsman.org.uk

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THE INDEPENDENT CRIMINAL LAW SPECIALISTS LLP T/A CRIMINAL DEFENCE SOLICITORS ©  SRA no. 617966. Authorised and Regulated by the Solicitors Regulation Authority. VAT no: 749872471

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