Our Complaints Process

We want to give you the best possible service. However if at any point you become unhappy or concerned about the service we/I have provided then you should inform us immediately, so that we  can do our best to resolve the problem. In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then please see our formal complaints procedures below. 

Making a complaint will not affect how we handle your case. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority. 

What to do if we cannot resolve your complaint?

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. 

If you have, then you must take your complaint to the Legal Ombudsman: 

• Within six months of receiving a final response to your complaint and 

• No more than 12 months from the date of act/omission; or 

• No more than three years from when you should reasonably have known there was cause for complaint If you would like more information about the Legal Ombudsman, please contact them. Contact details Visit: www.legalombudsman.org.uk Call: 0300 555 0333 between 9am to 5pm. Email: enquiries@legalombudsman.org.uk Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Complaint’s Procedure 

We want to offer all of our clients the best possible service. If at any point you become unhappy or concerned about the service, then you should let us know.

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at that stage. If you do not wish to do this, or if you have tried and remain dissatisfied, then you should address your complaint to the Mr Ishtiaq Sarwar by email:  i.sarwar@blackandcosolicitors.co.uk

We will send you an email or letter acknowledging your complaint. It may be that we will require some further details from you. As soon as we have the full details of your  complaint, we will investigate it. This may involve one or more of the following steps:

• Reading your file.

• Seeking information from the member of staff who acted for you.

• Consulting with other colleagues and members of staff.

• Arranging a meeting with you to discuss the matter. You do not have to attend a meeting if you do not wish to do so.

• We will complete this investigation within 14 working days unless there are exceptional circumstances, in which case you will be notified of these as well as receive information on when we can complete our investigation.

• We will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within 21 working days of us completing our investigation. Mr Sarwar’s decision in relation to client care will be final as far as our firm’s internal policy is concerned.

If you don’t accept our decision, you may be able to ask the Legal Ombudsman to review your complaint. The contact details are as follows: www.legalombudsman.org.uk, telephone 0300 555 0333 enquiries@legalombudsman.org.uk or write to Legal Ombudsman, PO BOX 6167, Slough, SL1 0EH 

Not all clients will be entitled to have their complaints considered by the Ombudsman, as the service is only available to members of the public, very small businesses, charities, clubs and trusts. If you are unsure whether you fall into one of these categories and wish to make a complaint, then please contact the Ombudsman directly  through one of the options listed above.

Claims Procedure

If you are considering or intending to make a claim against us, then you should send details to Mr Ishtiaq Sarwar whose contact details are shown above.

We will send you a letter acknowledging your claim. You can expect to receive this letter within 5 working days of Mr Sarwar receiving your claim. This letter will:

• Advise you of the name, address and policy number of our Insurers.

• Advise you whether we intend to deal with the claim ourselves or rely on our Insurers.

• If we intend to deal with the claim ourselves, the name of the person in our firm who will handle the matter.

• Whether we can continue to act for you.

• Whether we advise you to seek independent legal advice.

PLEASE NOTE

We will not be able to comment on the merits of your claim.