OUR SERVICE PROMISE and complaints process

OUR SERVICE PROMISE AND COMPLAINTS PROCESS

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, so that we can 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 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 here. Making a complaint will not affect how we handle your case.

However if your concerns are still not resolved and you would like to make a formal complaint you should contact the Complaints handler at these offices.

COMPLAINTS PROCEDURE

We are confident of providing a high quality service in all respects. If, however, you have any queries or concerns about our work please raise them in the first instance with Mr. Mumtaz Awan at these offices in writing. If the problem is not resolved to your satisfaction, please contact Jacqueline Awan, the SRA designated complaints handler at AWAN Solicitors. All solicitors must attempt to resolve problems that may arise with their services. It is, therefore, important that you immediately raise any concerns you may have with us. We value you and would not wish to think you have reason to be unhappy with us.

Legal Ombudsman

If you are not satisfied with our handling of your complaint after eight weeks you can contact the Legal Ombudsman

Legal Ombudsman is an independent complaints body established under the Legal Services Act, which can investigate complaints about the legal service 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;
  • No more than six years from the act/omission that lead to the complaint; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

Legal Ombudsman Contact details:

Correspondence address: PO Box 6806, Wolverhampton, WV1 9WJ,

Tel:  0300 555 0333 from 9am to 5pm to consider the complaint.   

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

SOLICITORS REGULATION AUTHORITY [SRA]

The Solicitors Regulation Authority can help you if you are concerned about our behaviour.

You will find the advice on procedure for contacting the SRA at

consultation@sra.org.uk

contactcentre@sra.org.uk

Website: https://www.sra.org.uk   and click problems and complaints