Complaint Procedures

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

If you have a complaint, please contact us with the details.

What will happen next?

2.7 Complaints
Information about the complaints will be provided to the clients in the opening client care letter/email.

If a client makes a complaint, the firm will send them a letter of acknowledging receipt of their complaint within three days of receiving it, enclosing a copy of the complaints handling procedure.

Fahmy Mohideen Bawa Mohamed will then investigate the complaint.

Fahmy Mohideen Bawa Mohamed will then invite you to a meeting (in person or by telephone) to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

Within three days of the meeting, Fahmy Mohideen Bawa Mohamed will write to the client to confirm what took place and any solutions agreed.

If the client does not want a meeting or it is not possible, Fahmy Mohideen Bawa Mohamed will send a detailed written reply to the complaint, including any suggestions for resolving the matter, within 21 days of the acknowledgement letter.

If the client is still not satisfied and requests a review, Fahmy Mohideen Bawa Mohamed will review the decision.
Fahmy Mohideen Bawa Mohamed’s will write to the client within 14 days of receiving the request for a review, confirming the final position and explaining the reasons. The client will be informed of the services of the Legal Ombudsman.

It should be noted that we must resolve any complaint within 8 weeks from the date the complaint was actually received by us.

If you are still not satisfied, or we have taken longer than the 8 weeks described above, you can then contact the Legal Ombudsman.

Before accepting your complaint, the Legal Ombudsman checks that we have attempted to resolve the complaint. The complain must be within six months of receiving our final response and can be no more than six years after the act or three years from when you reasonably knew to complain.

The Solicitors Regulation Authority
The Solicitors Regulation Authority (SRA) can assist if you are unhappy with our conduct as a firm. They deal with aspects like dishonesty, taking or losing money, or treating you unfairly due to sex, age, race or any other characteristic.

You can raise your complaint by visiting their website.

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