Complaints Procedure

At Haris Ali Solicitors, we are committed to providing a high-quality legal service to all our clients.

When something goes wrong, we need you to tell us about it so that we can resolve the problem and continually improve our standards.

To ensure accountability and quality assurance, we operate a 3-Stage Complaints Procedure which is intended to identify the root of your problem and to identify a resolution through a staged process with various reviewers.

 

Stage 1: 

Put your complaint in writing to the lawyer (solicitor, paralegal, legal officer, caseworker, advocate etc) handling your case

  • If you have a complaint, please contact the person who has conduct of your case in the first instance. Please put your complaint in writing either by email or letter and write the word “Complaint” in the subject line.
  • Please specify what it is that you are not happy about and please specify what you want (i.e. your resolution for the complaint).
  • The person who has conduct of your case will then assess your complaint and respond to you within 14 days (maximum) with a decision.
  • The response may be sooner depending on the subject matter and if the subject of your complaint is related to a time-sensitive issue. If your lawyer requires further information from you to consider your complaint, it may not be possible to give you a response within 14 days. In this case, your lawyer will inform you as to when you should expect a decision.
  • The person who has conduct of your case will respond to the issues which you are unhappy about and will decided with to uphold the complaint or not. If the complaint is upheld, the person who has conduct of your case will propose a resolution (this may be the resolution which you have requested or an alternative proposal or action plan).

 

Stage 2: 

Referral to a Peer, the Peer Review Complaint (PRC)

  • If you are unhappy with the response of your lawyer (i.e. the person who has conduct of your matter) and his/her outcome or proposed resolution, you may refer the matter to a Peer.
  • A Peer is another lawyer at Haris Ali Solicitors who has not had conduct of your case and is, in that sense, a detached or independent party.
  • Please write to your lawyer (the person who has conduct of your case) either by email or letter and write the words “Stage 2 Complaint” in the subject line within 14 days of the decision.
  • Please specify why you are unhappy with the outcome or decision of your complaint and why you think it is the wrong decision.
  • Your lawyer (the person who has conduct of your case) will refer your complaint to a Peer (second lawyer).
  • If the Peer (second lawyer) requires any further information from you to consider or respond to your complaint, the Peer (second lawyer) will contact you directly to request this information.
  • The Peer (second lawyer) will contact you directly and will respond to your Stage 2 Complaint within 14 days

 

Stage 3: 

Referral to Management

  • If you are still unhappy with the decision of the Peer (second lawyer) and any resolution proposed by the Peer (second lawyer), you may refer your complaint to a senior member of the firm’s Management (usually the Managing Partner).
  • Within 14 days of the Peer’s decision, you should write to the Peer explaining why you are unhappy with or why you disagree with the Peer’s decision.
  • The Peer will then refer your complaint to the Management.
  • The Management (usually the Managing Partner) will be in touch with you no later than 6 weeks (unless there are exceptional circumstances which will be communicated to you) to discuss your complaint either on the phone, via email, letter or a combination of the same.
  • The Management (usually the Managing Partner) will aim to provide a Final Stage 3 decision as promptly as possible and will inform you of the relevant timescales.

 

Other Matters 

Across all three (3) stages, it may be necessary to ask you to come in and meet with us in order to discuss your complaint before we are able to respond fully at any stage.

 

Legal Ombudsman  

If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman (contact details below) to consider the complaint. Normally you will need to bring your complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

Legal Ombudsman (enquiries@legalombudsman.org.uk) 03005550333

P.O Box 6806

Wolverhampton

WV1 9WJ

You must always complain to us first and, in most cases, you will not be able to take your complaint any further if you have not done so. Please use the process set out above to complain to us about the service you have received. We will always try to resolve your complaint as quickly and satisfactorily as we can. https://www.legalombudsman.org.uk/

 

Solicitors Regulation Authority

If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit: https://www.sra.org.uk/consumers/problems/report-solicitor.page#report

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