Complaints Procedure.

We are deeply committed to delivering high-quality legal advice and care. Our clients and our staff are of the utmost importance to us, and we trust that you will be satisfied with the work we carry out on your behalf. Nevertheless, if there is any aspect of our service or of our billing that does not meet your expectations, please follow the procedure set out below.

How to raise a concern

In the first instance, please bring your concern to the attention of the person handling your case. Many issues can be resolved quickly and informally at this stage. If your concern is not resolved, or if you would prefer to raise it formally, our complaints procedure will apply.

Our procedure

1. Please first bring your concern to the attention of the person handling your case.
2. Upon receiving a complaint, we will acknowledge it within 14 days, and an impartial investigation will be conducted.
3. If you initially raise your complaint orally, we will ask you to confirm it in writing. However, if you are unable to do so because of vulnerability or disability, we will make appropriate adjustments on a case-by-case basis. References to “in writing” in this procedure should be understood accordingly.
4. You will receive a comprehensive response within 28 days of our acknowledging your complaint, except where the complaint is complex and requires more time. In such cases, we will notify you and provide an alternative timeframe for our response, which will not exceed eight weeks.
5. Our response will be provided in writing, setting out our view of the matter and proposing the course of action we consider appropriate to resolve it.
6. If you remain dissatisfied with that response, you may escalate your complaint to the Director of the firm. Please contact the Principal and Director, Muhammad Sarfraz, by email at muhammad.sarfraz@sn-solicitors.com.
7. The Director holds ultimate responsibility for overseeing the handling of your complaint.
8. The Director will make every effort to respond to your escalated complaint and to propose alternative solutions for its resolution, ordinarily within 28 days of the complaint being sent to the above email address.
9. At the conclusion of our internal complaints procedure, you retain the right to complain to the Legal Ombudsman.

The Legal Ombudsman

If we are unable to resolve your complaint to your satisfaction, you may refer it to the Legal Ombudsman, which is independent of our firm and considers complaints about the legal services we have provided.

Time limits for the Legal Ombudsman

Please be aware that, as of 1 April 2023, the time limit for making a complaint to the Legal Ombudsman changed to one year from the date of the act or omission about which you are concerned, or within one year of you realising there was a concern. However, the requirement to refer your concerns to the Legal Ombudsman within six months of receiving our final response remains unchanged.

Alternative complaints bodies

There are also alternative complaints bodies — such as Ombudsman Services, ProMediate, and Small Claims Mediation — which are competent to handle complaints about legal services, should both parties wish to use such a scheme. While we do not currently commit to using those bodies, we may reconsider if you express a wish to pursue that avenue.

When this procedure does not apply

The Company is not obliged to adhere to this Complaints Procedure in relation to any dispute in which we pursue:

1. An order or award (whether interim or final) restraining the complainant from performing any act, or compelling the complainant to perform any act; or
2. A judgment or award for a fixed and definite sum where there is no valid defence.