- We will do our best to deal with your matter in a best way possible however if you are not satisfied with our service you may contact us so we could resolve your concerns.
- If you have a complaint, please contact the person dealing with your matter to discuss your concerns and to further resolve your complaint. If you remain unsatisfied with the response you may then write to us with details, addressing your letter to our Principal Solicitor, Mr M Asghar Khan, AQ Archers Solicitors of 432 Hoe Street, London E17 9AA. If Mr M Asghar Khan was the person dealing with your matter than your complaint would be looked into by Raja Khurram Shahzad (Solicitor) from the firm.
- Within 7 days of your letter, we will send a letter acknowledging the complaint, and we may ask you to advise of any further additional information which may be needed to enable it to be considered properly.
- We will record your complaint in our central register, and open a new file relating to your complaint.
- We will then investigate the complaint. The partner/solicitor dealing with your complaint file will discuss the matter with any relevant parties, and with the person involved if your complaint relates to the way in which your matter has been handled, or the conduct of the person. Then partner/solicitor will review any relevant documentation.
- The partner/solicitor dealing with your complaint will within 28 days of receipt of the complaint provide a clear and honest response based on the available evidence.
- If at that stage you are still not satisfied, please advise us of this in writing, and a review will be made of the original decision by one of the other client care partners/solicitors. We will let you know the outcome of the review within a further 14 days from receipt of your request for a review. At this time, we will confirm our final position on your complaint, with full reasons.
- If you are still not satisfied with the outcome, then you can choose to take your complaint to the Legal Ombudsman. 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:
- Within six months of receiving our final response to your complaint
and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman.
Please note that in January 2024 the Legal Ombudsman changed their address. It is now:
Legal Ombudsman PO Box 6167 Slough SL1 0EH
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.