Complaints Proceedure

We take complaints at Immigration Rights Solicitors extremely seriously because we want our clients to be happy and to offer them the best service we can.  If you are not happy with the service provided you can make a formal complaint by writing to Saima Rahman, Director via email or the following address:

Saima Rahman

Immigration Rights Solicitors
Digbeth Court
162-164 High Street
Birmingham
B12 0LD

Email: saima.rahman@irsolicitors.co.uk

 

Step One

Once we are in receipt of the complaint, we will confirm the same within seven working days.

Step Two

I will investigate the matter by reviewing the file and by speaking with the member of staff concerned within five working days of confirming receipt of your complaint. If I cannot investigate the complaint within this time, I will write you explaining why with a new timescale. Once I have carried out the investigation, I will send you a written response, with a proposed solution within fourteen working days of sending you the letter acknowledging receipt of your complaint.

Step Three

If you are happy with my response in step two above, that will close the complaint. However, if you are not happy, you should contact me again and I will arrange for another solicitor who is not connected to your matter or the firm to review my decision. The solicitor will write to you within fourteen days of receiving your request with details about the firms position in relation to my decision. 

Step Four

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that time, you may then ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton, WV1 9WJ or visit www.legalombudsman.org.uk.

You must note  that any complaint to the Legal Ombudsman must usually be made within six months of you having received a final written response from us about your complaint or within a year of the act or omission which you are complaining occurring (or since becoming aware of it).

 

Solicitors Regulation Authority (SRA)

Should you feel that your solicitor may be dishonest or if you have concerns about the solicitors integrity or ethics, you have an additional right to inform our regulation the SRA. The SRA does not investigate issues concerning poor service .  Complaints about poor service must be referred to the Legal Ombudsman.

If you would like to obtain further information about the SRA’s role then you may contact the SRA.  You may also visit the SRA website: https://www.sra.org.uk/consumers/problems/report-solicitor.page#report