Complaints Procedure
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. We will 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. If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case.
Our complaint procedure
A complaint for the purposes of Nujeerallee Law is an expression of dissatisfaction. A complaint, as a matter of course, should be given in writing, but clients may choose to complain verbally either over the telephone or in person.
Rasheed Nujeerallee is responsible for responding to and recording complaints. The firm’s procedure will be reviewed annually.
All complaints shall be forwarded to Rasheed Nujeerallee. The letter of complaint could be by letter/email or given in the form of the fee earner taking an attendance note.
The procedure:
- Rasheed Nujeerallee is given the complaint
- Rasheed Nujeerallee will record the complaint made in the central folder
- The fee earner who was in the conduct of the matter will give a written report regarding the allegations
- Rasheed Nujeerallee prepares a detailed written response to the complaint which will be seen by the fee earner responsible for the file before it is sent to the client
- The response will set out the complaint that has been made; indicate the extent to which the complaint is felt to be justified and the cause of the problem complained of; if appropriate, offer the client redress (including financial redress; and inform the client of the steps taken to remedy the matter complained of and to prevent repetition
If the complaint involves an allegation of negligence, Rasheed Nujeerallee will inform the client of his right to complain to the Solicitors Regulation Authority and the legal ombudsman.
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 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behavior. This could be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability, or other characteristics.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
