Introduction

We aim to provide you with the best possible service. If, in the unlikely event, you become concerned about the service we have provided, then we would encourage you to inform us immediately so that we can do our best to resolve the problem.

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you still have queries or concerns, please contact Panama Begum, Director and complaints handler at APL Law. Your right to complain might relate to the way in which your matter is being handled or the fee we are seeking from you.

For further information or if you wish to make a formal complaint about a problem you have experienced with the service you have received from us, then you have the right to complain. We value all feedback.

Our Complaints Handling Procedure

We are authorised and regulated by the Solicitors Regulation Authority (SRA). We are committed to providing high quality legal advice and client care. We aim to offer all our clients an efficient and effective service. If any of our clients would like to discuss how the service provided could be improved, the level of their bill or any other aspect of our service with with they are not satisfied, our complaints procedure is set our below.

We will endeavour to resolve any concerns promptly, fairly and free of charge.

Step One:

If they have not already done so, we ask our clients to let us know the full nature of the problem. Ideally, your complaint should be confirmed in writing in order that any scope for misunderstanding can be avoided.  However, if you are not able to do this then you may provide the details to me over the telephone or face to face.  If you are able to set out your concerns in writing then you can do this by emailing Panama Begum at pbegum@apllaw.co.uk or writing to us at APL Law, The Lewis Building, 35 Bull Street, Birmingham, B4 6AF. In some cases in order to avoid a misunderstanding, we may deem it necessary to only communicate in writing with you. 

Step Two:

Our complaints handler will write to you acknowledging your complaint within five working days. In this letter, we will confirm what happens next.

Step Three:

Our complaints handler shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within ten working days of acknowledging receipt of the complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will write to the client notifying them of this together with the reason why and giving a revised timescale.

Once the investigation has been completed, our complaints handler shall invite the client to a meeting to discuss the issue(s) they have raised and hopefully resolve the complaint. This could be a meeting, video conference call or telephone call and the client’s preference will be taken into account along as well as how best the matter may be dealt with. This process of engagement will take place within ten working days of our concluding the investigation of the matter. Following the meeting or call, our complaints handler shall write to the client within five working days of the meeting or call to confirm the discussion and the solution agreed upon.

If the client does not want to or is unable to attend such a meeting or engage in a discussion (or the meeting or call is not necessary), we will be happy to send the client a detailed, written response, including the proposed solution, within fifteen working days of our concluding the investigation of the matter.

Step Four:

If the client is satisfied with our response following the above steps, that will be the end of the matter. However, if the client is not satisfied, they will be invited to contact our complaints handler again and they will arrange for another Director to review the decision. They will write to the client within ten working days of receiving the request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.

Step Five (other avenues):

Clients must always try complaining to us first.  In most cases you will not be able to take your complaint further without allowing us the opportunity to put things right. 

Legal Ombudsman

We are permitted a minimum of eight weeks to consider the 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. 

Clients are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits.  Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of you having received a final written response from us about your complaint.  Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which the client is complaining occurring or from when the client should have known about or become aware that there were grounds for complaint.

For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at 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, you also 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