Complaints Procedure

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. This will help us improve our standards.
 

 If you have a complaint, please contact us with the details. To help us to understand your complaint, and in order that we do not miss anything, please tell us:

• your full name and contact details

• what you think we have got wrong

• what you hope to achieve as a result of your complaint, and

• your file reference number (if you have it)

 

How do I make a complaint?
 

1. If you are unhappy with any aspect of the service provided by this firm you may raise your complaint with the file handler (the person who has day to day conduct of your file) which in your case is Majid Hussain. You may raise your complaint by telephone, in writing (including e-mail) or in person.

2. If your complaint cannot be resolved with the file handler then you must formally set out your complaint in writing and send it by post to the Complaints Manager Tamina Akram at Berkeley Solicitors Ltd, Suite 8B, Barnfield House, Blackburn, Lancashire, BB1 3NY or by e-mail to t.akram@hstsolicitors.co.uk

 

 How will you deal with my complaint?

3. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.

4. We will then investigate your complaint. This will normally involve passing your complaint to our Compliance Officer, Tamina Akram, who will review your matter and speak to the member of staff or fee earner who acted for you.

5. Depending on the nature of the complaint Tamina Akram may invite you to a meeting discuss and hopefully resolve your complaint, if it is considered that such a meeting is in the best interests of both parties, and will facilitate a resolution. If appropriate he will invite you to attend a meeting within 14 days of sending you the acknowledgement letter. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

 

6. Should a meeting take place then within seven days of the meeting Tamina Akram will write to you to confirm what took place and any solutions he has agreed with you.

 

7. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time. We will update you on the progress of your complaint at appropriate times.

 

8. If a meeting is not considered appropriate then we will explain why we do not believe a meeting is necessary. In these circumstances we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

 

9. At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision. Someone unconnected to the matter at the firm will review the decision.

10. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. This will, unless otherwise communicated, conclude the firm’s internal complaints procedure.

 

11. If we have to change any of the timescales above, we will let you know and explain why.

 

What if I am not satisfied with the outcome?

 

12. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must be made within six months of you receiving a final response from us. From 1st February 2013, the time limits for the Legal Ombudsman accepting a complaint have increased to six years from the date of act/omission, and three years from the date the complainant should reasonably have known that there were grounds for complaint. For further information, you should contact The Legal Ombudsman on telephone number, 0300 555 0333 or at www.legalombudsman.org.uk

 

What will it cost?

We will not charge you for handling your complaint. The Legal Ombudsman service is free of charge.