We regularly review our procedures. And our most recent updates will appear on this page. If you have any further questions in respect of our policies and procedures, please contact our office on 01223 632420.
This page was last reviewed on 29/08/19
Complaints, the Legal Ombudsman and the Solicitors Regulation Authority
At Libra Solicitors our focus is on providing each of our clients with excellent service and we welcome any comments that our clients might make as to how we can improve our standards of service. If at any point you become unhappy or concerned about the service we have provided, please let us know and we will do our best to resolve any issue you raise.
Making a complaint will not affect how we handle your case and for your convenience, we have summarised our formal complaints procedure below:-
- When you first bring a complaint to our attention, you will be advised that you can contact the Legal Ombudsman if you remain unsatisfied with the outcome of your complaint, and/or the Solicitors Regulation Authority (SRA) if you are concerned about our behaviour, for example, if you think we are treating you unfairly because of your age. You can contact either body by clicking the highlighted links. However, please be aware that it is likely that the Legal Ombudsman will expect you to have given your lawyer a chance to resolve your complaint before it will get involved.
- If you are a client who wishes to make a complaint, we ask you to first raise the complaint with the fee- earner assigned to your case.
- If the issue is not resolved to your satisfaction, please contact the firm’s principal, Mr Tahir Muhmood who will write to you promptly to acknowledge receipt of the complaint. A copy of our complaints procedure will be also included in the letter. Please be aware that should you decide to make a complaint, we have up to eight weeks to consider it.
- The principal will objectively review the issue raised in the complaint and will contact you within 14 days of sending you the acknowledgement letter, so that he can meet with you to discuss the complaint and if possible, make a proposal as to how to resolve the issue.
- Whilst you are not obliged to have to accept any proposal made, the principal will confirm to you in writing, any proposals he has made and remind you that if you decided not to accept them, you can take the complaint to the Legal Ombudsman.
What to do if we cannot resolve your complaint
If you feel that the issue you raised still remains unresolved you could raise your complaint with the Legal Ombudsman who you can contact in the following ways:-
The Legal Ombudsman will expect you to have given your lawyer a chance to resolve your complaint before it will get involved.
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from your lawyer in respect of your complaint, or within six years from the date of the act or omission about which you are complaining, or three years from the date you should reasonably have known there were grounds for complaint if the six year period has expired.