Complaints Procedure
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
What to do if we cannot resolve your complaint
We have eight weeks to consider your complaint. If your any reason we are unable to resolve the problem between us within that time, you may ask the Legal Ombudsman to consider the 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 six years 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 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
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