Complaint Procedure

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Complaint Procedure

Complaint Procedure:

We are confident of and committed to providing a high-quality service. We do, of course, welcome any suggestions you might wish to make which you think could help to improve our services.

We endeavour to ensure that being a valued customer/client, you are fully satisfied with the services you receive from our firm of solicitors.

Furthermore, we operate a system throughout our office of insisting our staff meet certain standards about client care. Such standards include: –

  • Clients should receive copies of all substantive correspondence
  • Telephone calls from clients are all returned during the same day if possible.
  • Correspondence of any sort is generally to be dealt with promptly.
  • Letters to clients or other solicitors are to be written in plain succinct English.
  • Appointments are to be given to clients without any undue delay.

We are committed and will take every possible step to put the things right if any problem arises with regard to our promised and agreed services. In case, you are unhappy or dissatisfied with any aspect of our agreed services, you are welcome and encouraged to follow our firm’s COMPLAINTS PROCEDURE to enable us to resolve any issue so arises.

The following is the brief information about our firm’s complaint procedure and a copy of detailed complaint procedure is available on demand.

  • You are entitled to complain should you have a valid cause or concern with regard to our agreed services in your instructed matter
  • In the first instance, please discuss your cause or concern with the person who has overall conduct of your matter to seek a timely resolution of your complaint OR ask for a copy of our detailed complaint’s procedure mentioned above.
  • We are fully determined to ensure that your complaint is handled promptly, fairly, and effectively always in accordance with our complaints’ procedure.
  • If you are not satisfied with the response of the relevant file handler, please lodge your internal complaint with Mr Safdar Ali at safdar@primelawsolicitors.co.uk, 0203 5000 163 who is firm’s Principal Solicitors or by post at Prime Law Solicitors, Cranbrook House Suite 33a, 61 Cranbrook road, Ilford, IG1 4PG addressed directly to Mr Safdar.

Should the matter have reached at this stage

We will send you an acknowledgement letter confirming receipt of your complaint within 3 days of receiving it and will take the following steps:

  • The matter will be passed to our client care officer, Mr Safdar Ali, who will investigate your complaint and speak to the member of staff dealing with your case. As course of investigation, he may request further documents or information from the client to fully understand the complaint, if necessary.
  • Within 28 days of acknowledging the complaint, we will provide a detailed and written response, which may include suggestions for resolving the complaint.
  • As some matters require more time, and if we must, we will let you know about changes in the timescales and explain why.
  • If you are not satisfied with the outcome, you may ask us to review our decision, which will be done by a Partner. However, we would ask you to confirm which part of the response you are not satisfied with and provide any further comments or documents you wish us to consider.
  • Your complaint with be reviewed by a Partner within 21 days of your request for a review.
  • There will be no charge/fees for any of the work we carry out investigating your complaint.

Please note that we are covered up to £3 million for a single claim and our insurer is PEN Underwriting. Please contact us if you need any further details in this respect.

What to do if we cannot resolve your complaint

If you are still unhappy with the outcome at the conclusion of your complaint process with our firm, you may take the matter further to the Legal Ombudsmen by way of complaint.

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 our final response to your complaint and
  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

Further information as to how to contact and the complaint procedure can be found on their website given below:

www.legalombudsman.org.uk

The Legal Ombudsmen who can be contacted at the address set out below, to consider your complaint.

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

Complaints about our Behaviour:

The SRA can investigate complaints about our behaviour. The SRA can be contacted at:

The SRA

199 Wharf side Street

Birmingham

B1 1RN

Email: report@sra.org.uk

Guidance on making a complaint to the SRA can be found at: www.sra.org.uk

Or by telephoning the SRA’s Contact Centre on 0370 606 2555 or by email contactcentre@sra.org.uk

This firm is not authorised by the Financial Services Authority. However, we are included on the Register maintained by the Financial Services Authority so that we can carry on insurance mediation activity, which is broadly the advising on, selling and administration of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by the Solicitors Regulation Authority. The Register can be accessed via the Financial Services Authority website at ww.fsa.gov.uk/register.

The Law Society of England and Wales is a designated professional body for the purposes of the Financial Services and Markets Act 2000. The Solicitors Regulation Authority is the independent regulatory arm of the Law Society. The Legal Complaints Service is the independent complaints-handling arm of the Law Society. If you are unhappy with any insurance advice you receive from us, you should raise your concerns with either of those bodies.

Sometimes personal injury work involves investments. If, during this transaction, you need advice on investments we may have to refer you to someone who is authorized by the Financial Services Authority, as we are not. However, we may provide certain limited investment advice services where these are closely linked to the legal work, we are doing for you. This is because we are members of the Law Society of England and Wales, which is a designated professional body for the purposes of the Financial Services and Markets Act 2000.