Complaints Procedure

We are committed to provide all our clients with a professional high quality legal services. However, we understand problems can arise and if you become unhappy or concerned with any aspect of the service we provided, we invite you to inform us so that we can resolve the matter promptly, effectively and to your satisfaction.

Procedures

As per our internal complaints handling procedure, please contact the fee earner with whom you are dealing with your matter at the first instance. The fee earner contact details will be in the client care letter and other correspondence sent to you. The fee earner will do the best to resolve the matter.

If the fee earner is unable to resolve the matter, please contact Mr Siddik Aboobaker, the Managing Director who is responsible for the firm’s complaints handling process. Please email siddik.aboobaker@salawchambers.com or write to our correspondence address at Heraldic House, 1st Floor, 160-162 Cranbrook Road, Ilford, Essex IG1 4PE. Making a complaint will not affect how we handle your case. We will also not charge you for the time we spent in resolving your complaint.

Once we receive your complaint, we will register and acknowledge within 3 working days. We may contact you to discuss the issues raised or to clarify or obtain further information. If you wish or we consider a meeting might help, we will invite you to attend in person to discuss the issues and what remedy you are seeking to resolve the complaint to your satisfaction. If your complaint is straightforward, we will send a letter confirming the outcome within 20 working days. If it is complex and needs more time, we will inform you with a time estimate and keep you informed. Once the investigation is completed, Mr Aboobaker will confirm in writing the outcome of the investigation and setting out his views and any actions or redress will be taken. We will send the final response within 8 weeks of your complaint. If you are still not satisfied with our response or with the manner in which we handled your complaint, you can contact the Legal Ombudsman.

Legal Ombudsman

After exhausting our firm’s internal complaints handling procedure, if you are still not satisfied with our final response to your complaint, you have the right to complain to Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission being complained about or within one year of you realizing there was a cause for complaint. You must also submit your complaint to the Legal Ombudsman within six months of receiving a final response from us about your complaint. You can also contact the Legal Ombudsman if we have not sent our final response within 8 weeks from the date of your complaint.

The Legal Ombudsman contact details are as follows:

Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Telephone Number: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Solicitors Regulation Authority

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority. Please contact them via their website: https://www.sra.org.uk/consumers/problems/report-solicitor.