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We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it so that we can improve our standards and in particular, our service to you.
We trust, like the vast majority of our clients, you will not feel it necessary to complain. If a problem does arise, we should be obliged if you would draw the matter to our attention immediately and we will endeavour to resolve it at an early stage.
You can write to him at Excellum Solicitors, 9 North Street, Manchester, M8 8RE, call him on 0161 413 5810 or contact him by email at afan.bashir@excellumlaw.com.
You will be sent an acknowledgement and, if necessary, be asked to amplify or explain the details of your complaint. You will also be given the name of the person who will be dealing with your complaint if it is not Mr Bashir personally. You can expect to receive the acknowledgement withing 3 working days of receipt of your complaint.
The complaint will be logged in a Central Register and we will immediately arrange for a file to be opened.
If your complaint can be dealt with from the information initially supplied to you, you will receive a full response from us within 14 working days of receipt of your complaint.
If further information is required from you or others then once that information is received, we will continue to investigate your complaint. This will involve, Asking the member of staff (if different to Mr Bashir) who acted for you to reply to your complaint within 5 working days. Examine their reply and the information in your file.
It may be that a meeting between you and the person who is subject to the complaint will resolve the matter. If so, we would arrange such a meeting within 5 working days of receiving all the details we need from the member of staff who acted for you. Within 5 working days of the meeting we will write to you with confirmation of what took place and any solutions that we agreed with you.
If you are not satisfied with our responses, we will then review our decision in one of the following ways: -
We will look re-review your complaint within 5 working days
We will invite you to agree to independent mediation.
We will let you know how long this process takes.
The Legal Ombudsman can help you if we are unable to resolve your concerns ourselves. When you make a complaint to Legal Ombudsman or SRA, it should be:
Within six months of receiving our decision to your complaint and
No more than six years from the date of such act/omission or
No more than three years from when you have known there was a cause of complaint.
Contact Details of Legal Ombudsman- 0300 555 0333 Also update the telephone number in the complaints text.