Our complaints procedure

We are committed to providing a high-quality service to all our clients, however, if something goes wrong, we need you to tell us about it. This will help us improve our standards.

To initiate a complaint to us please direct your complaint to Qazi Mehmood at info@globalhousesolicitors.co.uk In the alternative you may post your complaint to Global House Solicitors 554 Hyde Road Manchester M18 7AA. Mr Mehmood has overall responsibility for handling complaints and will decide how your complaint should be investigated.

When contacting, it helps if you set it out in writing your concerns, however, it is not necessary and you may prefer to discuss it over the telephone. Please note, however, that we will not deal with complaints through social media or review sites – this is for your protection to ensure client confidentiality.

WHO CAN MAKE A COMPLAINT?

Other than in certain limited circumstances, our complaints handling procedure is reserved for clients of the firm. Unless we have provided legal services to you as an individual, or to your business, you will not be able to complain through this procedure.

WHAT CAN I COMPLAIN ABOUT?

You may complain about any aspect of the service provided by Salik & Co Solicitors, including our fees. You should be aware that if you make a complaint about our fees, either through our internal procedure or the Legal Ombudsman scheme, we are not obliged to put your account on hold and may decide to take legal action to recover any outstanding fees. Please note, however, that in circumstances where you are pursuing a professional negligence claim against this firm, we will not deal with complaints arising out of the issues that form the basis of the negligence claim. Individuals have certain rights to complain or request information under data protection law. For full details, please visit our privacy notice.

HOW DOES THE PROCEDURE WORK?

• Acknowledgement:within three working days of receiving your complaint, a partner in the risk & compliance department will send you a written acknowledgment explaining the next steps.
• Investigation: this stage will involve reviewing your file and discussing your concerns with the lawyer who acted for you in order to find out what happened.
• Response:this will normally come from the risk & compliance department, but it may be a partner in the relevant department if that is appropriate. The response will be issued within 8 weeks of the date you submitted your complaint. At conclusion of complaint, if you remain dissatisfied, you may take your complaint to Legal Ombudsman at the following address.We aslo enclose for your ease contact details of the Legal Ombudsman.

Legal Ombudsman PO Box 6167 Slough SL1 0EH . 

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

A complaint to the Legal Ombudsman must be made: 1) Within six months of receiving our final response to your complaint and 2) No more than one year from the date of the act or omission being complained about; or 3) No more than one year from the date when you should reasonably have known that there was cause for complaint. 

For further information regarding time scales and eligibility, please contact the Legal Ombudsman using the details above.

CAN I COMPLAIN TO THE SOLICITORS REGULATION AUTHORITY (SRA)?

We are regulated by the SRA and you have the right to complain to the regulator if you have concerns about this firm or any of our staff. While the Legal Ombudsman handles complaints about the services we provide, or our fees for the services, the SRA deal swith complaints about conduct. Further information is available on the SRA website.

SUMMARY

We are committed to effective complaints handling and will always try our best to promptly resolve any outstanding issues and put things right. At all times we will keep you updated and if we have to change any of the times scales above, we will let you know and explain why. Any queries of concerns regarding this procedure or complaints generally should be sent to