Complaints Handling Policy and Procedure

We are committed to providing a high-quality legal service to all our clients. When something causes concern, we need the client/s to tell us about it. The earlier we know there is an issue then the sooner we can aim to reassure the client/s and correct or adjust, as may be necessary to restore confidence. Further this will help us to improve our standards.

If the client/s are concerned about any aspect of our work undertaken, then the person conducting the matter should be contacted. If he or she does not resolve the matter to the client/s satisfaction, and it is wished to make a formal complaint, then our Practice Standards Manager and Director of Operations, Shafiqur Rahman, should be contacted.

We aim to deal with any complaint promptly, fairly, openly, and effectively. Any complaint is individual to the client and their circumstances. This can result in variation of the process for dealing with the matter but the procedure we aim to follow is:

1. Within 7 days of our receipt of the complaint, we will send you a letter acknowledging receipt of the complaint and our understanding of the same.
2. The Practice Standards Manager will investigate the concerns or arrange that some other appropriate senior person does so, who will be someone who has not previously dealt with the matter.
3. Where appropriate and practicable, the client/s will be invited to a meeting to discuss the matter. We aim to make an initial investigation and hold any such meeting within 21 days of our having acknowledged the complaint.
4. Within 7 days of that meeting, we will write to the client/s to confirm what took place and any solution we have agreed or have to offer.
5. If the client/s should not want a meeting, or it is not possible, or is inappropriate, we will send a full written response to the complainant, including any suggestions for resolving the matter, as soon as possible.
6. If at this stage, the client/s are still not satisfied, then a review of our decision can be requested, and this will be carried out by another appropriate person who has had no previous dealing with the matter.
7. We will, within 21 days of receiving a request for a review, send the client/s the outcome thereof, in writing, setting out our final position in relation to the complaint and explaining our reasons.
8. If the client/s are still not satisfied then the Legal Ombudsman service can be contacted, by telephoning them on 0300 555 0333. More information can be found on their web-site at http://www.legalombudsman.org.uk.
9. In any event, the client/s can consult the Legal Ombudsman service if we should take more than a total of 8 weeks to deal with the complaint.

There are time limits on being able complain to the Legal Ombudsman and, to assist, we give information thereon but on the basis that we have used our best endeavours to ensure accuracy, but changes may have occurred, and no warranty is given by us as to its full and up to date accuracy. The office of the Legal Ombudsman should be contacted for definitive information. That service has certain discretion to vary their rules.

The complaint to the Legal Ombudsman service must be made within 6 months of completion of our complaint’s procedure.

They will only accept complaints up to one year from the date of act/omission, complained of or one year from when the complainant knew or should have known about there being a potential complaint.

Certain clients cannot use the Legal Ombudsman service.

A complainant must be one of the following:

1. an individual;
2. a business or enterprise that was a micro-enterprise (European Union definition) when it referred the complaint to the authorised person;
3. a charity that had an annual income net of tax of less than £1 million when it referred the complaint to the authorised person;
4. a club/association/organisation, the affairs of which are managed by its members/a committee/a committee of its members, that had an annual income net of tax of less than £1 million when it referred the complaint to the authorised person;
5. a trustee of a trust that had an asset value of less than £1 million when it referred the complaint to the authorised person; or
6. a personal representative or beneficiary of the estate of a person who, before they died, had not referred the complaint to the Legal Ombudsman.

Further Information

For further information about our complaints handling procedures, please do not hesitate to contact Shafiqur Rahman on 01422346666 or email shafiqur.rahman@rahmanravelli.co.uk or by post to Rahman Ravelli Solicitors, Roma House, 59 Pellon Lane, Halifax, HX1 5BE.