Millan Solicitors: Sole Practitioner: Complaints Procedure

I want to give you the best possible service. However, if at any point you become unhappy or concerned about the service I have provided then you should inform me immediately, so that I can do my best to resolve the problem. In the first instance it may be helpful to contact me to discuss your concerns and I will do my best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how I 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.

Our complaints procedure: if you have a complaint, please let us know in writing clearly headed “Complaint”.

WHAT WILL HAPPEN NEXT?
  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details of your complaint. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within two days of us receiving your letter headed “complaint”.
  2. We will clarify our understanding of the complaint and what outcome you expect from us.
  3. We will record your complaint in our central register and open a separate file for your complaint. Once the complaint is received, we will make this file on the same day.
  4. Mrs Goldie Millan will be dealing with your complaint who is our client care and Principal solicitor. There is no charge for handling your complaint.
  5. Mrs Goldie Millan will invite you to meet her and discuss and hopefully resolve your complaint. She will do this within 14 days of receiving your complaint.
  6. You will then get an email or a letter within seven days of this meeting, where Mrs Goldie Millan will confirm what took place and any solutions she has agreed with you.

If you do not wish to have a meeting or it is not possible, Mrs Goldie Millan will send you a detailed reply to your complaint.
This will include her suggestions for resolving the matter.

This will take place within 14 days of receiving your complaint.

  • If you are not still satisfied at this stage, you are more than welcome to write to us again. We will then arrange to pass your complaint to Mr Inayat Nadat Principal Solicitor of Nadat Solicitors, Dewsbury. This will happen in one of the following ways.
    a) Mr Nadat will review Mrs Goldie Millan’s decision within 21 days of receipt of your file of papers and complaints file.
    b) You can elect to meet Mr Nadat and this will take place within 21 days of his receipt of the complaint file.
  • We will let you know the result of the review by Mr Nadat within 5 days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.
  • If we have to change any of the timescales above, we will let you know and explain why.

If you are still not satisfied with our service or how the complaint has been resolved, you can complain to the Legal Ombudsman about our service. Address: Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ. They are an independent body. Any complaint to the Legal Ombudsman about our service must usually be made within 6 months from the end of our complaints process. If your complaint is about our conduct, you should contact the Legal Ombudsman within 6 months of the conduct taking place.

The time limits for the Legal Ombudsman accepting a complaint are:- Six years from the date of act/ omission, or three years from when the complainant should have known about the complaint.

Their telephone number is 03005550333.Email contact is enquiries@legalombudsman.org.uk

Further information is available on their website – www.legalombudsman.org.uk

A complaint form is available on their website.

If your complaint is in relation to costs, a client may alternatively have a right to apply to the Court for an assessment of this firm’s bill under Part III of the Solicitors Act 1974. If the services we have provided relate to proceedings in a Court or tribunal, you may alternatively be entitled to have the amount of our fees checked or assessed under Rules of Court or Regulations applying to the particular proceedings, or under the inherent jurisdiction of the Court or tribunal before which the proceedings have taken place.

If a client exercises a right to have the firm’s costs assessed by the Court, they cannot refer the issue to the Legal Ombudsman.