Complaints handling procedure
We are committed to providing a high-quality service. If something has gone wrong, we want to hear about it, we will deal with any complaint promptly, fairly, courteously and proportionately.
How to complain
Raise it with us by phone
Call us and explain your concern. We will record the details and try to resolve the matter with you there and then. If you are satisfied with the outcome, we will note it on your file.
Put it in writing
If the matter is not resolved on the phone, please write to us within 14 days with your name, address and telephone number, the details of your complaint and relevant dates, and how you would like it resolved.
Our response
We will acknowledge your written complaint, normally within 48 hours, and provide a full response, normally within 14 days, setting out the scope of our investigation, our conclusions and any proposed resolution.
Depending on the nature of your complaint, it may be handled by telephone discussion, correspondence, an in-person meeting, or the appointment of an independent investigator.
If we cannot resolve it
Legal Ombudsman
If we are unable to resolve your complaint, you may contact the Legal Ombudsman, after 8 weeks without resolution, or within 6 months of our final response.
- PO Box 6806, Wolverhampton WV1 9WJ
- Telephone: 0300 555 0333
- Email: enquiries@legalombudsman.org.uk
Solicitors Regulation Authority
If your concern is about our behaviour, such as dishonesty or unfair treatment, you can report it to the SRA at www.sra.org.uk. An alternative dispute-resolution service, ProMediate (www.promediate.co.uk), is also available by mutual agreement.
To raise a complaint, contact us on +44 (0)191 230 0646 or info@latifsolicitors.co.uk. Latif Solicitors is regulated by the SRA (No. 368424).