Complaints Procedure SRA Transparency Rules Information
We take complaints at Adamir Solicitors Ltd extremely seriously because we want our clients to be happy and to offer them the best possible service we can. Where we have fallen short of this, we want to know exactly what happened to stop this happening again and how we can make things right, so every complaint is considered by our Director, Mrs Gulruh Rozyyeva. At this stage, a complaint is still deemed to be informal and if it can be resolved to the satisfaction of all then there is no need to progress to a formal complaint.
The person wishing to bring a formal complaint against Adamir Solicitors Ltd should provide details of what they think may have gone wrong and what they hope to achieve as a result of the complaint. All complaints must be made in writing to Gulruh ROZYYEVA, Director via email firstname.lastname@example.org or at the following address:
Adamir Solicitors Ltd, 5 Norman Road, Unit-1, London, N15 4ND
Once we have received the complaint, we will confirm receipt of the same within seven working days.
Gulruh will then investigate by reviewing the matter file within five working days of acknowledging receipt of your complaint. If, for some reason, the matter cannot be investigated in this timeframe, Gulruh will write to you notifying you of this together with the reason why and giving a revised timescale. Once the investigation has been completed, Gulruh will send you a detailed, written response, including any proposed solution, within fourteen working days of sending you the letter acknowledging receipt of your complaint.
If you are satisfied with the response in step two above, that will be the end of the matter. However, if you are not satisfied, you should contact us again and, with your agreement, arrangements will be made for an independent local solicitor to review the complaint and the initial decision. You will be contacted within fourteen days of receiving your request for the complaint to be reviewed with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.
We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues involving solicitors.
The Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The Legal Ombudsman’s contact details are: –
Telephone: 0300 555 0333 Minicom: 0300 555 1777
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Please note, the service provided by the Legal Ombudsman is only available to certain types of clients. Further details are available on their website: www.legalombudsman.org.uk.
The Legal Ombudsman service is free of charge.
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.