Our complaints procedure
We are committed to a high-quality legal service. If something goes wrong, please tell us so we can put it right.
How to make a complaint
Please raise your complaint with Sherali Lakhani, Director, who is responsible for handling complaints:
- Email: reception@aklsolicitors.co.uk (marked for the attention of Sherali Lakhani)
- Post: Sherali Lakhani, AKL Solicitors, AW House, 6-8 Stuart Street, Luton, Bedfordshire LU1 2SJ
- Phone: 01582 454365
Please give your name, your matter reference (if you know it), a description of your concern and what you would like us to do to put it right. If you need help making a complaint, for example because of a disability, please tell us and we will make reasonable adjustments.
What happens next
- We will acknowledge your complaint in writing within 3 working days and send you a copy of this procedure.
- We will investigate, normally by reviewing your file and speaking to the person who acted for you.
- We may invite you to a meeting or call, normally within 14 days of our acknowledgement.
- We will send our detailed written reply, with our proposals for resolving the matter, within 21 days of our acknowledgement (or of any meeting).
- If you are not satisfied, you can ask for a review, which Naresh Kulisra, Director, will carry out within 14 days.
- We will send our final response within 8 weeks of receiving your complaint at the latest.
There is no charge for making a complaint, and complaining will not affect how we handle your matter.
The Legal Ombudsman
If you are not satisfied with our handling of your complaint, or we have not resolved it within 8 weeks, you may ask the Legal Ombudsman to consider it. The Legal Ombudsman is an independent body that deals with complaints about legal services. You must normally contact them:
- within six months of receiving our final written response to your complaint; and
- no more than one year from the date of the act or omission you are complaining about, or no more than one year from when you should reasonably have known there was cause for complaint.
| Legal Ombudsman | |
|---|---|
| Website | www.legalombudsman.org.uk |
| Telephone | 0300 555 0333 (Relay UK: 18001 0300 555 0333) |
| enquiries@legalombudsman.org.uk | |
| Post | Legal Ombudsman, PO Box 6167, Slough, SL1 0EH |
Complaints about our bills
If your complaint is about our bill, you may also have the right to object to it by applying to the court for an assessment under Part III of the Solicitors Act 1974. If you do this, the Legal Ombudsman may not be able to consider your complaint about the bill.
The Solicitors Regulation Authority
The Legal Ombudsman deals with complaints about poor service. The Solicitors Regulation Authority (SRA) deals with concerns about professional conduct, for example dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or another characteristic. You can raise these concerns with the SRA at www.sra.org.uk or by telephone on 0370 606 2555.
Alternative dispute resolution
Alternative complaints bodies (such as ProMediate) exist which are competent to deal with complaints about legal services, should both you and our firm wish to use such a scheme. We do not currently agree to use an alternative complaints body.