1 Our complaints policy
1.1We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
2 Our complaints procedure
2.1. If you have a complaint about our service or a bill that we have rendered on or both, please contact us with the details.
2.2The person to contact is Jospeh Inoma and he can be reached at Ground Floor, Suite 3, Excelsior House 3-5 Balfour Road, Ilford. Essex. IG1 4HP. Telephone: 02039417656 mail: info@highland-solicitors.co.uk
2.3 What will happen next?
2.3.1 We will send you a letter acknowledging receipt of your complaint within seven working days of us receiving the complaint, enclosing a copy of this procedure.
2.3.2 We will then investigate your complaint. This will normally involve passing your complaint to Mr Muhammad Omar Khan who will review your file and speak to the member of staff who acted for you.
2.3.3 Mr Muhammad Omar Khan will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within fourteen days of sending you the acknowledgement letter.
2.3.4 Within seven days of the meeting, Mr Muhammad Omar Khan will write to you to confirm what took place and any solutions agreed with you.
2.3.5 If you do not want a meeting or it is not possible or appropriate, Mr Muhammad Omar Khan will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within fourteen days of sending you the acknowledgement letter.
2.3.6 At this stage, if you are still not satisfied, you should contact us again and we will arrange for Mr Muhammad Omar Khan to review his own decision.
2.3.7 We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
2.3.8 If we have to change any of the timescales above, we will let you know and explain why.
2.3.9 If you are still not satisfied, you can then contact the Legal Ombudsman at Legal Ombudsman PO Box 6806 WolverhamptonWV1 9WJ Tel: 0300 555 0333 or 0121 245 3050 Email: cat@legalombudsman.org.uk
2.4 There are time limits within which complaints must be made to the Legal Ombudsman, as indicated below.
2.5 Generally speaking, your complaint should be made to the Ombudsman no later than 12 months from when the problem occurred or from when you should reasonably have become aware of the problem.
2.6 Additionally, you should make your complaint to the Ombudsman within six months of receiving a final response from us following the complaint that you have made to us.
2.7 Normally, your complaint needs to fall inside both rules if the Ombudsman is going to investigate it.
3 Referring complaints to the SRA
In addition to the above, complaints about our behaviour can also be raised with the SRA. Click here for further information.