Complaints Handling Procedure

We are authorised and regulated by the Solicitors Regulation Authority (SRA).  We are committed to high quality legal advice and client care and aim to offer all our clients an efficient and effective service.   However, if our clients would like to discuss how the service to them could be improved, the level of their bill, or should there be any aspect of our service with which they are not satisfied, we ask them to please contact the person in our firm responsible for complaints handling: [Ms Shaida Rafiq, Director] on [01282700200 and srafiq@conceptlaw.co.uk] or by post to [Concept Law Solicitors, 35 Carr Road, Nelson, BB9 7JS].

We are committed to high quality legal advice and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure.

If you would like to see a copy of our Complaint’s Procedure at any other time, please let us know and we will arrange for a copy to be sent to you. 

Legal Ombudsman

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint.  The Legal Ombudsman investigates problems about poor service from lawyers.

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: no more than one year from the date of the act or omission being complained about; or no more than one year from the date when you should have realised that there was cause for complaint; and within six months of receiving a final response to your complaint.   Please note, that the Legal Ombudsman will have discretion to accept complaints outside of these timescales in circumstances where it deems it ‘fair and reasonable to do so’.

If you would like more information about the Legal Ombudsman please contact them: Visit www.legalombudsman.org.uk; http://www.legalombudsman.org.uk; Call 0300 555 0333 between 10am to 4pm. Email : enquiries@legalombudsman.org.uk; Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ .

Solicitors Regulation Authority

If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA).  There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).  For further information about the SRA’s role, please contact the SRA or visit: https://www.sra.org.uk/consumers/problems/report-solicitor.page#report

Further Information

For further information about our complaints handling procedures, please do not hesitate to contact Ms Shaida Rafiq, Director on 01282700200 and srafiq@conceptlaw.co.uk or by post to[Concept Law Solicitors, 35 Carr Road, Nelson, BB9 7JS.