Complaints Handling Procedure
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we would like you to tell us about it. This will help us to improve our standards.
If you have a complaint, in the first instance, please contact the person who is responsible for your case and inform him/her of your concerns. He/she should be able to resolve your concerns. If your concerns cannot be resolved by the relevant person then please write to Mr Fida Chaudhary in detail at Makka Solicitors Ltd, 44 Upper Tooting Road, London SW17 7PD.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within seven working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to one of our directors, Mr Fida Chaudhary who will review your matter file and speak to the personnel against whom the complaint is made. If your complaint is against Mr Chaudhary then we will pass your complaint to another senior member of staff to deal with.
- We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within seven days of sending you the acknowledgement letter.
- Within seven days of the meeting, we will write to you confirming our final position on your complaint and explaining our reasons and next steps, if any, for us/you to take.
- If we have to change any of the timescales above, we will let you know and explain why.
- If you are still not satisfied, you may complain to the Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ. Their telephone number is 0300 555 0333 and Email firstname.lastname@example.org; website www.legalombudsman.org.uk. Any complaint to the Legal Ombudsman must be made within 12 months of you becoming aware of the cause of complaint and within 6 months from our final response on your complaint.
- You may report the matter to the SRA if we have breached any SRA Principle. The principles are to act in a way that upholds the constitutional principle of the rule of law, and the proper administration of justice, in a way that upholds public trust and confidence in the solicitors’ profession and in legal services provided by authorised persons, with independence, with honesty, with integrity, in a way that encourages equality, diversity and inclusion, and in the best interests of each client.