Complaints policy

The firm endeavours to provide an efficient and satisfactory service and I hope that this will be your experience with us. We are confident of providing a high quality service for our clients. It is therefore important that If you have any concerns about our service or feel any cause for complaint, that you raise it with us immediately so that we may address them. This will help us to improve our standards of service.

Our complaints procedure

If you are dissatisfied with the service you received, please first contact the member of our staff who is dealing with your matter and they will try to resolve your concerns mutually and fairly as quickly as possible.

If on the other hand you are dissatisfied with the particular member of staff we will inform you of the existence of our formal complaints procedure.

Mr. Nazeem Mansoor is the Principal of Lawland Solicitors, the person responsible for client care within the firm. He is also the firm’s complaints officer. 

Stage 1

You can obtain our client complaints form at our reception desk or download it from the below link. 

You can then send a duly completed form or complaint letter by hand or email to nazeem@lawlandsolicitors.co.uk or by post to the address found on our website.

Click here for the Complaint Form (Insert link)

Stage 2

We aim to acknowledge receipt of your complaint within five working days and inform you of our internal procedure and our investigation in detail such as the person who is dealing with your complaint and the time scale to respond to your complaint.

We will also record your complaint in our firm’s central register which is reviewed regularly by the firm.

We aim to provide you with our investigation/ assessment report /response within two weeks depending on the nature and complexity of your complaint.  We will then contact you to explain our reasons.

Stage 3

If you are not satisfied with our response or handling of your complaint you can write or refer your complaint to the Legal Ombudsman

You can contact them on one of the following methods:

Telephone          : local: 0300 555 0333 Overseas: +44 12 245 3050

Email                   : enquiries@legalombudsman.org.uk

In writing            : PO Box 6806, Wolverhampton, WV1 9WJ

Website              : www.legalombudsman.org.uk

you may also obtain further details about the  Ombudsman service which are available by clicking on the following link:

http://www.legalombudsman.org.uk/downloads/documents/publications/Scheme-Rules.pdf

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

Complaints about Fees

If you are dissatisfied with our bill, you have the right to apply to the High Court for an assessment of our charges by an Officer of the Court under ss. 70, 71 and 72 of the Solicitors Act 1974.

We hope that before making such an application you would first use our internal complaints procedure as explained above.

Complaints about misconduct.

If you have any concerns about any misconduct or breach of the SRA Code of Conduct by our firm such as taking or losing your money, dishonesty or discrimination, you can also report the matter to our regulatory body, the Solicitors Regulation Authority. Their details are below:

The Solicitors Regulation Authority

The Cube,  Wharfside Street

Birmingham

B1 1RN

Telephone: 0370 606 2555

http://www.sra.org.uk/consumers/problems/report-solicitor.page