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If you wish to complain to us, please follow our Complaints Handling Procedure below:
This is Raiyad Solicitors Complaints Handling Procedure.
If you are a client of Raiyad Solicitors and this document has been provided to you, it means that you are not satisfied with the level of services provided by the firm and that you are seriously considering putting forward a formal complaint to the firm.
Please read this document carefully and do not hesitate in contacting our Complaints Handling Sole Principal (Mr. Rafique Ahmed), should you have any query about it. You may contact us by email ra@raiyadsolicitors.com
The firm takes a high pride in providing services of a high standard and we take matters, which could potentially damage our reputation, very seriously.
We would therefore appreciate your assistance in dealing with your complaint by following the procedure below detailed, as this will ultimately help us to improve the quality of our professional services.
If we are unable to resolve your complaint through our Complaints Handling Procedure, you can refer your complaint to the Solicitors Regulation Authority (SRA) or the Legal Ombudsman (LeO) or both.
The SRA deals with cases where firms or those they regulate have breached the SRA Principles. Most of the time, complaints about solicitors are about poor service, and therefore should be sent to the LeO. If the LeO thinks your case involves a breach of the SRA Principles, they will refer your case to the SRA. Likewise, if you report a solicitor to the SRA for poor service, the SRA will refer you to the LeO.
You may find further information and most importantly, how to contact both the LeO and/or the SRA on this page.
- At all material times where any firm’s fee earner, member or employee appreciates that a client is dissatisfied with the level of services provided, he or she shall inform that client about his/her right to complain and if so, provide that client with a copy of this document.
- If the client wishes to proceed further submitting a complaint, he/she should do that to Mr. Rafique Ahmed in writing in the clearest possible way, pointing to the issues that considers have led him / her to complain.
- Once Mr. Rafique Ahmed receives the client’s complaint, he shall open a special file for the complaint, register it in the firm’s Complaints’ Registry and within 3 days inform the client that his / her complaint has been registered and that a complete investigation of the said complaint will be carried out according to this firm’s complaints handling procedure.
- Mr. Rafique Ahmed shall complete the investigation and provide the client with the firm’s full & final response to the client’s complaint within a maximum of 8 weeks from the date the complaint is submitted.
- The firm’s response to the client’s complaint will be final and will clearly set the firm’s position in respect of the complaint, together with a proposal to put things right (e.g. a formal apology, a pecuniary compensation or a specific direction to be carried out by the firm without charge, etc.) where appropriate.
If we are unable to resolve your complaint through our Complaints Handling Procedure, you can refer your complaint to the Solicitors Regulation Authority (SRA), the Legal Ombudsman (LeO) or both. SRA’s registered office is: The Cube, 199 Wharfside Street, Birmingham, B1 1RN. Telephone: +44 (0)3706 062 555. You can also email the SRA at report@sra.org.uk. LeO’s address is: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Telephone: 0300 555 0333. Email: enquiries@legalombudsman.org.uk.
The SRA deals with cases where firms or those they regulate have breached the SRA Principles. Most of the time, complaints about solicitors are about poor service, and therefore should be sent to the LeO. If the LeO thinks your case involves a breach of the SRA Principles, they will refer your case to the SRA. Likewise, if you report a solicitor to the SRA for poor service, the SRA will refer you to the LeO.
How & when can a complaint be made to the SRA?
Please visit: https://www.sra.org.uk/consumers/problems/report-solicitor/
How & when can a complaint be made to the LeO?
Please visit: https://www.legalombudsman.org.uk/make-a-complaint/
IMPORTANT NOTICE
A complaint to the Legal Ombudsman must be made:
- Within six months of receiving our final response to your complaint
and - 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 reasonably have
known that there was cause for complaint.
London, January 2025