FSL Solicitors Complaints Procedure:
At FSL Solicitors it is always our aim that to give you the best possible legal service. However, if at any point you become unhappy or concerned about the service, we provided then you should inform us immediately, so that we can do our best to resolve the problem at the outset without the need to escalate it any further to save time and money. Our Complaint’s partner is Mr Abdul Salam Seid Ahmed whose email address is info@FSLsolicitors.com.
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 would like to make a formal complaint, then you can read our full complaints procedure below.
SAMPLE COMPLAINTS HANDLING POLICY/PROCEDURE FSL SOLICITORS LTD
You may have asked for our complaints procedure or you may be receiving this because you have experienced a problem with our service.
If you have experienced a problem, thank you for bringing your concerns to our attention. We will do our best to address any dissatisfaction that you have experienced in using the services of this firm. Our primary objective is to put things right.
Our complaints policy
We are committed to providing a high-quality service to our clients. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint.
Our complaints procedure
Our complaints partner is Mr Abdul Salam Seid Ahmed. You can contact him either by post at FSL Solicitors Business Address which is 60 Bell Street, London NW1 6SP or by e-mail at info@FSLsolicitors.com. It is helpful if you put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, he can be contacted by phone at 02077249760 during office hours which is 9:30 to 5:30.
If you have special needs which we should take into account due to language or disability, please let us know at the outset.
To explain to you how long our process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.
| Action | Timescale |
| Acknowledge the complaint in writing and send a copy of the complaints procedure | Within two working days |
| Invite you to a meeting or to discuss the issues by telephone | Within two working days |
| Confirm the outcome of the meeting or telephone conversation in writing | Within three working days of the meeting/telephone conversation |
| Investigate the issues | Within 14 days of receiving the complaint |
| If a meeting/telephone discussion is not possible or required:
Investigate the issues and write to you with the outcome |
Within 21 days |
| Review and close the complaint | Within 8 weeks of receiving the complaint |
Legal Ombudsman
If you do not agree with the outcome of our complaints process, or we fail to investigate it within 8 weeks, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.
The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.
The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk
You may alternatively contact the Solicitors Regulation Authority (SRA) if you have concerns as to whether we have breached any of their professional rules for solicitors. These will be found at www.sra.org.uk/solicitors/standards-regulations/principles and the SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham B1 1RN, or by email to contactcentre@sra.org.uk.
Please note that making a complaint will not affect how we handle your case. In fact, it should improve our services and the way we handle your case.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
Time Limit to File a Compliant to the Legal Ombudsman:
- You must write to the Complaints partner of the firm at the first instant who is obliged to write to you with the outcome of his investigation.
- Within six months of receiving a final response to your complaint
and
- No more than
- six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
Further help
If you require further assistance, please contact the Professional Ethics helpline.