Pearl Valley Solicitors Limited – Complaint Procedure
Our Complaint Policy:
We will endeavour our best that a complaint will not arise, however if there arise any complaint, the procedure mentioned here should be followed. We realize that the clients must be made aware of their rights to claim against a firm.
Our firm is able of handle any complaints fairly, promptly, reasonably, and effectively. We wish to provide our clients the best possible services. However, if at any stage they become concerned and worried about our services then they should notify us immediately, so that we can do our best to resolve the issues.
The time limits for bringing a complaint to our attention are set out as six months of the end of the matter on which you instructed us, or within three months of you becoming aware of the circumstances giving rise to your complaint, whichever is the later.
If you wish to complain about our service after the expiry of these time limits you may still be able to make a complaint directly to the Legal Ombudsman, but we will not be obliged in those circumstances to consider your complaint under this procedure and you should contact the Legal Ombudsman to establish whether your complaint falls within the time limits of the Ombudsman’s scheme.
Please note that making a complaint will not affect how we deal with your case.
Our Complaint Procedure:
We hope you will not have any reason to complain, but in case you do, you should follow the procedure below
Contact us:
In the first instance, if you do have a complaint, please do contact our Principal, Manzoor Hussain Khan who, as well as being the head of our practice, is the designated person responsible for overseeing the dealing with any complaint.
In such an event it would be useful, though in no way compulsory, for you to provide a written description, preferably in English, of the issue and what you wish to see rectified. Also, if it is possible at that stage, how you feel that could be achieved.
Our contact details:
For Attention Of: Mr Manzoor Khan
Address: Pearl Valley Solicitors
Suite 3.5, Building No. 2, Universal Square Business Centre,
Devonshire Street North, Manchester M12 6 JH
E-mail: manzoor@pvsolicitors.co.uk
Ph: 0161 974 6549, 0161 532 9471,
On receipt of a complaint:
1. We will, within 5 working days of receiving your complaint or 5 working days from an initial meeting with you, write to you setting out our understanding of your complaint. It is our aim to be able to respond fully to any complaint with any proposals we have for the resolution of the matter within 5 working days of being able to confirm to you our understanding of the nature thereof.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Principal solicitor Mr Manzoor Khan who will review your matter/file and speak to the member of staff who acted for you.
3. Mr Manzoor Khan will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Mr Khan will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. We will send you the result of our investigation by email or post, depending on how you contacted us in the first place or any preference you may have. We may also offer to meet with you to discuss your complaint and resolve it.
7. If we agree with you and we find the service you received was not as we would have like it to be, we will work with you to try to find a way to resolve your complaint.
8. If we find that your complaint does not support a finding of poor service we will let you know the reasons why. We will let you know what to do if you are unhappy with our decision: we will tell you whether we agree to use Alternative Dispute Resolution, or whether your complaint can proceed to the next Stage.
The Legal Ombudsman
If you remain unhappy, you have the right to complain to the Legal Ombudsman. , The Legal Ombudsman is an independent and impartial body.
The Legal Ombudsman will look at your complaint independently and it will not affect how we deal with 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.
The Ombudsman’s contact details are:
Legal Ombudsman
PO Box 6806, Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
YOU CAN CONTACT SRA: -
The Solicitors Regulation Authority can help you 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.
You can raise your concerns with the Solicitors Regulation Authority.