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Complaints Procedure

Authorised & Regulated by the solicitors Regulation Authority. Reg No: 653718

© Masaud Solicitors, All Rights Reserved 2018 - 2019

Complaints Procedure

Introduction

Any expression of dissatisfaction about the service you have received from Masaud Solicitors will be considered seriously and we will ensure that we respond promptly to any complaint.

Masaud Solicitors is committed to providing a professional, efficient and courteous service to all our clients.  If you feel that we have failed to achieve an acceptable standard of service we want you to tell us.  We regard it as an opportunity to monitor and improve our quality of service.  We will investigate your concerns objectively and try to generate a positive and speedy solution.

 

What To Do If You Have A Complaint About The Service We Have Provided

If you are not happy with the reply provided by the person normally dealing with your case you can refer the matter to his/her supervising partner or manager. The name of the supervising partner or manager will also be found on your initial correspondence or, if you do not have this, by contacting our office on 0161 503 0553.

 

The supervising partner or manager will consider your complaint and carry out an investigation and will provide a proposed solution within ten business days. If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting.

 

If, following investigation by the supervising partner or manager, you remain dissatisfied with the response then your complaint may be referred to our dedicated complaints handler Miss Manisha Gohil.

 

If there are any circumstances which make it difficult for you to make a complaint in writing, please call the office on 0161 503 0553 who will do all they can to assist you. Miss Gohil will ensure that your complaint about the service provided by Masaud Solicitors is carefully examined and resolved as quickly as possible. 

Referral To The Legal Ombudssman

If you are not satisfied with the final response of our Client Care team you may refer your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

 

The Legal Ombudsman’s contact details are as follows:  

Telephone: 0300 555 0333
From overseas: +44 121 245 3050
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

 

Referral To The SRA

If you are concerned that we haven’t adhered to the SRA Code of Conduct you can report your concerns to the SRA:

 

Solicitors Regulation Authority, 
The Cube 
199 Wharfside Street 
Birmingham
B1 1RN

Telephone: 0370 606 2555 inside the UK 
From overseas: +44 (0)121 329 6800 
Email: report@sra.org.uk