Complaints Procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. Our 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 follow the procedure below.

Stage 1

In the first instance, please raise any dissatisfaction or complaint with the person dealing with your file.

Stage 2

If the matter is not resolved at Stage 1, please contact the Complaints Handler (details of who you will find in the initial client care letter which was sent to you) who will send you a letter acknowledging receipt of your complaint within three working days enclosing a copy of this procedure.

You can contact the Complaints Handler by letter, or email. The details are as follows:

Glamis Solicitors

38 Glamis Crescent

Hayes UB3 1QB

Email: ozma.ali@glamissolicitors.com

The complaints handler will then investigate your complaint by reviewing your file and by speaking to the person dealing with your file. If appropriate, the complaints handler invite you to a meeting to discuss and hopefully resolve your complaint.

Within three working days of the meeting, the complaints handler will write to you to confirm the outcome of the meeting and any solutions which has been agreed with you. If you do not want a meeting or it is not possible, the complaints handler will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

At this stage, if you are still not satisfied, you should contact us again and we will arrange for the complaints handler to review their own decision. 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.

Stage 3

If you remain dissatisfied after receiving our Final Response, or in the unlikely event that you have not received a Final Response within eight weeks of receiving your complaint, you have a right to complain to the Legal Ombudsman about our service. 

The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at complaints independently and accessing the Ombudsman will not affect how we handle your case. Most ‘consumer’ clients (as oppose to large businesses) will be able to make use of the Ombudsman scheme however there are restrictions for some larger clients. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned, or within one year of you realizing there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

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

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman PO Box 6167, Slough, SL1 0EH)

Please note that the Ombudsman are there to deal with concerns about the level of service received. Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct then reports can also be made to the Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. 

We hope and do not anticipate any such problems arising and would ask that you notify the complaints handler straight away if you have any such concerns.

You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules on their website at https://www.sra.org.uk and can see how to report misconduct at: https://www.sra.org.uk/consumers/problems/report-solicitor/