Luq Ali Legal Services Complaints Procedure
I am dedicated to delivering high-quality service to all our clients. In the rare event that you encounter any issues, I encourage you to bring them to my attention. Your feedback is invaluable and assists me in enhancing my service standards.
Whenever possible, I strive to address concerns informally. I recommend initiating discussions with myself handling your matter with every effort to rectify the situation.
When addressing me with any concerns, it is beneficial to document them in writing; however, this is not mandatory, and you may choose to discuss the matter over the phone. Please note that I do not handle complaints through social media or review sites to protect your confidentiality.
Defining a Complaint
I define a complaint as any expression of dissatisfaction, whether conveyed verbally or in writing, by a client regarding the service they have received. Unless I believe that pursuing an alternative route, such as a civil claim through the courts, is more appropriate, I will manage any complaint in accordance with this procedure.
Eligibility to Make a Complaint
My complaints handling procedure primarily applies to clients I represent. If I have provided legal services to you as an individual or to your business, you may utilise this procedure to raise a complaint.
Scope of Complaints
You have the right to raise complaints about any aspect of the service provided by me, including concerns related to my fees. Please be aware that if you file a complaint about my fees, either through the internal procedure or the Legal Ombudsman scheme, I am not obliged to suspend your account and may choose to pursue legal action to recover outstanding fees. However, in cases where you are pursuing a professional negligence claim against me, I will not address complaints arising from the issues forming the basis of the negligence claim.
Additionally, individuals have specific rights to raise complaints or request information under data protection law. For comprehensive details, please consult the privacy notice.
Procedure Overview
Acknowledgement: Within three working days of receiving your complaint, I will send you a written acknowledgment, outlining the subsequent steps.
Investigation:
This phase entails reviewing your file and discussing your concerns with me to ascertain what transpired.
Response:
I commit to issuing a response within eight weeks from the date you submitted your complaint.
Right of Appeal:
My aim through this procedure is to resolve all concerns to your satisfaction. However, if you remain dissatisfied with my response, you may be eligible to escalate the complaint to the Legal Ombudsman, provided you do so within six months of the conclusion of the internal procedure. Complaints to the
Legal Ombudsman are usually subject to a one-year limitation, commencing from the date the issue prompting the complaint arose or from the date you reasonably became aware of the cause for complaint. Moreover, only individuals and specific small entities, including companies, trusts, and charities, are eligible to submit complaints to this office.
The Legal Ombudsman generally requires that we have the opportunity to respond to your complaint before accepting it for review. However, you can potentially approach the Legal Ombudsman if:
The complaint remains unresolved to your satisfaction eight weeks from its submission. The Legal Ombudsman deems there are exceptional reasons for considering the complaint sooner, even without it first being presented to the firm. The Legal Ombudsman determines that the internal procedure is not viable due to a breakdown in the relationship between you and the firm.
Furthermore, when your complaint pertains to a bill, the Legal Ombudsman will typically refrain from considering it while the court assesses your bill.
Legal Ombudsman Contact Details:
Address: PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333 Email: enquiries@legalombudsman.org.uk Website: www.legalombudsman.org.uk
For more information on timeframes and eligibility criteria, please reach out to the Legal Ombudsman using the provided contact details.
Alternative Schemes to the Legal Ombudsman:
Alternative complaints bodies capable of addressing legal services complaints exist. While we generally find the Legal Ombudsman’s scheme to be the most suitable for addressing complaints about legal services.
Summary:
I am committed to effective complaints handling and will always try my best to promptly resolve any outstanding issues and put things right. At all times I will keep you updated and if I have to change any of the timescales above, I will let you know and explain why.
Any queries of concerns regarding this procedure or complaints generally should be sent to contact@luqali.co.uk
