Hamara Solicitor Complaints Procedure

Hamara Solicitor are committed to providing a high-quality legal service to all our clients and when something goes wrong, we want to know.  Our aim is that every complaint will result in satisfactory resolution for our client and in the improvement of our standard of service.

What to do if we cannot resolve your complaint?

If you are unhappy about any aspect of our service, please initially raise the issue with your allocated caseworker.  We will do our best to resolve any issues at this stage. Making a complaint will not affect how we handle your case.

If your concerns are then not addressed to your satisfaction, or if you prefer not to raise them with your caseworker, or if you regard them as serious, please contact our complaints director, Mr Umar Khan.  You may submit your complaint in writing to: umar@hamarasolicitor.co.uk.

If the complaint is about Umar, then we will instruct an external consultant to take over the complaint.

Within 3 days of receiving your complaint Umar will provide written acknowledgement enclosing a copy of this procedure. 

On receipt of your complaint, Umar will carry out an investigation.  This normally involves a review of your file and speaking to the person allocated to work on your case.

Umar will aim to investigate and provide his final written response to your complaint within 8 weeks.

If there are any changes to our above timescales then we will write to you explaining the change and the reasons for the change.

We will do our best to resolve matters amicably, but if we are unable to resolve your complaint, you have the right to ask The Legal Ombudsman to intervene:

Address:           The Legal Ombudsman PO Box 6167, Slough SL1 0EH

Telephone:      0300 555 0333

Email:                 enquiries@legalombudsman.org.uk

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned, or within one year of the date of the act or omission about which you are concerned or within one year of your reasonably realising there was a cause for complaint. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

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 and are not satisfied, then you must take your complaint to the Legal Ombudsman.

If you would like more information about the Legal Ombudsman, please contact them.

You may also have a right to object to our bill by applying to the court for assessment under Part III of the Solicitors Act 1974. If all or part of the bill remains unpaid, we may be entitled to charge interest.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority (SRA) 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 the SRA website to raise your concerns with them.