Complaints Handling Procedure

We are committed to providing a high-quality legal service and client care. When something goes wrong, we need you to tell us about it so we can try to resolve any problems.

If at any point you become unhappy with the service we provide to you, or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you and improve our standards.

We will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.

If you remain dissatisfied with any aspect of our service, even after speaking with your adviser or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint either verbally or in writing to the complaints handler Ruhul Chowdhury (Director) with the full details.
Ruhul Chowdhury can be contacted via email at [email protected].

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to the complaint’s handler, Ruhul Chowdhury, Director, who will review your file and speak to the member of staff who acted for you.
3. You will then be invited to a telephone meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you an acknowledgment letter.
4. Within 3 days of the meeting, we will write to you to confirm what took place and any solutions that has been 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. If you consider taking legal action against us, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
7. If we are unable to resolve your complaint within eight weeks after you have brought it to our attention, or if you do not wish to complain direct to us, you may at any time complain directly to the Office of the Immigration Services Commissioner (OISC).

The OISC can be contacted at: Office of the Immigration Services Commissioner Complaints Team 5th Floor, 21 Bloomsbury Street, London WC1B 3HF

Telephone: 0345 000 0046 between 9:00 AM to 5:00 PM Email: [email protected]. Website: www.oisc.gov.uk

You can also have the complaint independently looked at by the legal ombudsman. The legal ombudsman investigates complaints about poor service from lawyers.

The legal ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the legal ombudsman this must be done within six months of our final response to your complaint. The contact details for the legal ombudsman as follows:

website: www.legalombudsman.org.uk
email: [email protected]
telephone: 0300 555 0333 between 10:00 AM to 4:00 PM
Calls from overseas: +44 121 245 3050
NGT Lite: 18001 0300 555 0333
Minicom text phone: 18002 0300 555 0333

The Legal Ombudsman’s office is not open to the public.
You will need to email [email protected] for their office address.

8. If we have to change any of the time scales, we will let you know and explain why.
9. We will not charge you for handling your complaint.