We aim to provide the best possible service. However, if at any stage you become unhappy or dissatisfied with our service then you should inform us immediately so that we can rectify the problem.
Please follow these steps:
- It may be productive to contact the person dealing with your matter to discuss any concerns. This can be done in writing, in which case please send a letter or email to the person dealing with your matter.
- If the person dealing with your matter is not able to rectify your concerns to your satisfaction or if you find it difficult to discuss a complaint with them directly, please write to our Complaints Manager, Mr Fasar Mahmood. His details are:
- Fasar Mahmood – fm@frasermasood.co.uk
- Independence House, Holly Bank Road, Huddersfield, HD3 3HN
If you wish to meet Mr Mahmood in person to discuss your complaint please inform us as soon as you can.
What we will do:
Our Complaints Manager will deal with your complaint as quickly as possible and make every effort to respond to any concerns raised. This will not impact how your matter is handled.
We aim to acknowledge any complaint within three working days.
We aim to investigate and fully respond to a complaint within 21 days, unless it is complex and requires more time, in which case we will notify you of any further time required. We may also contact you to provide us with further information if necessary.
Solicitors Regulation Authority (SRA)
The SRA can assist you if you are concerned with our practice. This can be for issues including dishonesty and discrimination. You can raise your concerns with the SRA via:
https://www.sra.org.uk/consumers/problems/report-solicitor
Solicitors Regulation Authority Contact Details:
Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: The Solicitors Regulation Authority’s contact centre’s number is 0370 606 2555
Email: report@sra.org.uk
Website: www.sra.org.uk
What to do if we cannot resolve your complaint:
Legal Ombudsman:
If we cannot resolve your complaint satisfactorily you can escalate the matter to the Legal Ombudsman who will look at your complaint independently. This will not affect how your matter is handled.
Before any acceptance, the Legal Ombudsman will check you have tried to resolve the complaint with us first. If this procedure has been followed you must refer the 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 have reasonably known there was cause for complaint.
The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time (which can be accessed at: http://www.legalombudsman.org.uk/downloads/documents/publications/Scheme-Rules.pdf)
The contact details for the Legal Ombudsman are:
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk