Complaints Policy

AMAN SOLICITORS ADVOCATES – COMPLAINTS HANDLING POLICY

We value our clients business and do not wish anyone to have any reason to be unhappy with us. We are confident of providing a high quality service. It is therefore important that clients raise any concerns they may have with us immediately so that we may address them. This will help us to improve our standards.

Our complaints procedure

If clients are dissatisfied with the service received or if they are dissatisfied with regards to a charge on a bill received, they need to first contact the member of staff who is dealing with the matter. Alternatively, they may contact Mr Haroon Majid, the Complaints Handling Director. His email address is haroonmajid@amansolicitors.co.ukIf the complaint is in connection with MrMajid or he does not resolve the complaint to the clients satisfaction, we will delegate the handling of the complaint to another Director for investigation. Clients are required to set out as clearly as they can the nature of their complaint or concern and how it has arisen. Please also ensure that their letter states the identity of the person who dealt with the matter and the file reference number.

What will happen next?

Within five working days of receipt of receiving a complaint we will:

• Record the complaint in our central database and open a file for the complaint.
• Send a letter acknowledging receipt.
• Ask client to confirm or explain any details which are unclear.

If we have asked for further details, we will acknowledge those within three working days of receipt and confirm what will happen next.

Our investigation

1. We will investigate your complaint normally within eight weeks of you making the complaint and within seven working days of receiving the complaint, we will ask the member of staff who acted for the client to comment and will review your file.
2. Within 21 working days of receiving the complaint (or the further details requested), Mr Majid will write to the client with our view of the complaint, and how to resolve it. If the complaint relates to Mr Haroon Majid then another Director of the Company will investigate the complaint, we will notify the client of the name of the Director investigating.
3. Mr Majid may invite the clientto a meeting. He will write to the client within 7 working days of the meeting to confirm what took place and any solutions agreed.
4. If the client is still not satisfied, the client can write to us again. We will review our decision and will do the following:

5. We will invite the client to agree to another Individual or Director to review the complaint and make recommendations, if any. They will do this within 14 days. In all but exceptional circumstances we will act upon the advice given by the Individual/ Director.
6. We will then write to the client confirming our final position on the complaint and explain our reasons.
7. If the client is still not satisfied, the next step is for the client to contact the Legal Ombudsman by the following methods :

Telephone : 0300 555 0333

Overseas: +44 12 245 3050

Minicom: 0300 555 1777

Email: enquiries@legalombudsman.org.uk

In writing : PO Box 6806, Wolverhampton, WV1 9WJ www.legalombudsman.org.uk

We are allowed eight weeks to complete our response to your complaint, if you are still not satisfied you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring  (or if outside of this period within three years of when you should have reasonably been aware of it).

8. If we have to change any of the timescales above, we will let you the client know and explain why.