Complaints

Procedure and Guidance

We are committed to providing all of our clients with high-quality services. Should something go wrong, we must be informed of the problem. This will enable us to improve our standards.

If you have a complaint and you have an engagement letter, then you should follow the complaint procedure set forth in your engagement letter. Should your complaint not be resolved to your satisfaction,

We are committed to providing all of our clients with high-quality services. Should something go wrong, we must be informed of the problem. This will enable us to improve our standards.

If you have a complaint and you have an engagement letter, then you should follow the complaint procedure set forth in your engagement letter. Should your complaint not be resolved to your satisfaction, then please send your complaint to Executive Partner Fareya Azfar at f.azfar@fareyaaraoui.com 

We are committed to providing all of our clients with high-quality services. Should something go wrong, we must be informed of the problem. This will enable us to improve our standards.

If you have a complaint and you have an engagement letter, then you should follow the complaint procedure set forth in your engagement letter. Should your complaint not be resolved to your satisfaction, then please send your complaint to Executive Director & Partner f.azfar@fareyaaraoui.com

What will happen next?

  • We will send you an acknowledgement of your complaint within three days of receiving it, enclosing a copy of this policy.
  • Your complaint will be investigated.
  • Within 14 days, we will respond to your complaint in writing. Occasionally, before writing, we will invite you to a meeting so that we can discuss and hopefully resolve your complaint. You will receive communication from us within five business days of any meeting to confirm what happened and any solutions agreed upon.
  • At this point, you will be asked if additional information is needed or if there is any further clarification.
  • Once we receive any further information or requests for clarification, we will write to you within 14 days to confirm our final position on your complaint and explain why.

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

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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 a final response to your complaint

and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.