Our complaints policy
We are committed to providing a high-quality legal service to all our clients. The complaints procedure is designed to help you bring your dissatisfaction to our attention so we can look at what has happened and provide you with an explanation. This will also help us improve our standards.
Our complaints procedure
If you have a complaint, please contact ozma.ali @glamissolicitors.com and your complaint will be dealt with by the firm’s principal.
What will happen next
1. We will send you a letter acknowledging your complaint within five working days of receiving it. If it seems appropriate, we may ask you to clarify or explain any details, and/or suggest a meeting at this stage.
2. We will then investigate your complaint, examining the relevant file and speaking with members of staff as appropriate.
3. If appropriate, we will then invite you to meet or to speak with the complaints handler Mrs Ali over the telephone to discuss and, we hope, resolve your complaint. We should be in a position to do this no longer than fourteen days after first receiving your complaint.
4. Following that discussion we will write to you to confirm what took place and any suggestions we have made or solutions that have been agreed with you.
5. If you would prefer not to meet or speak over the telephone, or if it is not practical or appropriate, or if we cannot arrange it within an acceptable timescale, we will write fully to you setting out our views on the situation and any suggestions we may have to resolve it. We should be in a position to do this within eight weeks of receiving your complaint.
6. At this stage, if you are still not satisfied, please contact us again to explain why you remain unhappy with our response and we will consider your comments.
7. We will write to you again within fourteen days of receiving your request for a review setting out our final position on your complaint and explaining our reasons.
If we have to change any of the timescales set out above we will let you know and explain why.
8. If you are still not satisfied, you have a right to contact the Legal Ombudsman, to look at your complaint.
The Legal Ombudsman (LO) expects complaints to be made to them within six months of receiving our final response to your complaint and within one year of the date of the act or omission being complained about or no more than one year from the date when you should reasonably have known that there was cause for complaint.
Their details are:
Legal Ombudsman
PO Box 6167
Slough SL10EH
Telephone number is 0121 245 3050.
The Legal Ombudsman (LO) can look at your complaint independently and it will not affect how we handle your case.
Alternative Complaints Bodies
It is also possible for a complaint to be made to the Solicitors Regulation Authority. Alternative complaints bodies such as Ombudsman Services (https://www.ombudsman-services.org/) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use this scheme.
Glamis Solicitors
38 Glamis Crescent, Hillingdon, Hayes, UB3 1QB, United Kingdom
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This Law firm is authorised and regulated by the Solicitors Regulation Authority | Registration Number : 670391 Accredited Member of the Law Society's Conveyancing Quality Scheme under CQS No. CQS04242