Introduction
We are confident of providing a service of high quality in all respects. However, if at any point you become unhappy or concerned about the service we provide, you should inform us immediately so that we can do our best to resolve the problem. If you have any grounds for dissatisfaction with our work, then you have the right to complain. In the first instance, please raise the matter with the person responsible, who will investigate it and respond as soon as practicable. We will do our best to resolve any issues at this stage. If matter remains unresolved to your satisfaction, or you would prefer not to speak to the individual responsible, then please contact the Firm’s client care partner, Vikramjit Singh, with the details. You can write to us at Aaryan Solicitors, 27-37 Station Road, Hayes, UB3 4DX or Email: info@aaryansolicitors.com
What will happen next?
Step 1- We will send you a letter acknowledging receipt of your complaint within 5 days of our receiving the written complaint, enclosing a copy of this procedure.
Step 2- We will then investigate your complaint. This will normally involve your complaint reviewed by our client care partner, Vikramjit Singh, who will speak to the member of staff who dealt with your matter.
Step 3- Within 14 days of sending you the acknowledgement letter, Vikramjit Singh will invite you to a meeting to discuss which we hope will resolve your complaint. Shortly after the meeting, Vikramjit Singh will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Vikramjit Singh will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 14 days of sending you the acknowledgement letter or the date of the meeting, whichever is earliest.
Step 4- At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter and if possible, we may at this stage arrange for another partner to review the decision.
Step 5- We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will notify you of the same and explain our reasons for that change.
If for any reason the problem cannot be resolved between us then, in some cases, you may complain to the Legal Ombudsman who can be contacted by telephone on 0300 555 0333, by email to enquiries@legalombudsman.org.uk or by post to PO Box 6806, Wolverhampton WV1 9WJ. The Legal Ombudsman service has been operational since 06 October 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately.
Timescales
In normal circumstances you are required to register a complaint within one year. You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm’s complaints procedure. In summary:
- You must register your complaint with us within one year
- The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint by following our complaints policy set out above
- After this time, you can contact the Legal Ombudsman (but you must bring a complaint to the Legal Ombudsman within six months of receiving a final response from us about your complaint)
In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services – these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at:
We always seek to resolve any problems arising with our services. If you find cause for concern, we would very much like to know about it straight away. We value your business and are always aiming to improve our services. If you have any suggestions as to how we could do better, we hope you will let us know.