Complaints Policy

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Our complaints procedure

Have you got a complaint against Ervaid Law?

We hope that you will never have reason to complain about our service to you, however, if something does go wrong, please bring it to our attention as soon as you can. We will try to resolve the matter fairly and quickly. We will apologise if need be and do our best to offer a practical solution. The firm’s Complaints Manager is Nazira Rahman who is responsible for this procedure.

You can ask the Legal Ombudsman to become involved at the end our internal complaints procedure, if you are unhappy with the outcome. The Legal Ombudsman has a helpline if you need to speak to them about how to make a complaint. Calls are charged at a local rate and will be recorded. There is no charge for the Ombudsman’s services.

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behavior and that it may be in breach of the SRA’s Code of Conduct. You can find information on how and when to raise a concern with the SRA on the SRA website.

A preliminary point

Solicitors are entitled to reasonably refuse requests for legal assistance and representation. Refusals must not be based on age, disability, gender, religion, sex orientation or other personal characteristic. Reasonable reasons to refuse to provide a service include that we are too busy, that the client is unable to fund the work required, that the matter is outside our expertise and that the case is too difficult or complex.

We will have provided you with the reason why we cannot assist you when responding to your request for assistance. If you are unhappy with our response you may wish first to contact the lawyer who reviewed your enquiry. However, if you are not comfortable speaking to that lawyer, you can also ask to speak to their supervisor or the Complaints Manager, Nazira Rahman.

How do I complain?

We much prefer that substantial or complicated complaints are dealt with in writing – we do not have any set forms that we use for this purpose. However, we realise that not all individuals may be able to formulate a detailed letter. In such cases, a telephone call will do, during which we will make a note of the issues and then send that to you for comment. This document will then form the basis of the complaint.

Who do I complain to?

Our Complaints Manager Nazira Rahman.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within two days of receiving it, enclosing a copy of this procedure if you have not previously received it and advising you of the name of the person who will be handling your complaint.
  2. We will then investigate your complaint.
  3. The person dealing with your complaint will then write to you with their findings within 21 days of sending you the acknowledgement letter. However, if the complaint is complicated further time may be needed. If so, the person dealing with your complaint will write and tell you and set another time limit.
  4. At this stage, if you are still not satisfied, you can contact the Legal Ombudsman, about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should email the Legal Ombudsman or call 0300 555 0333 or at:
    PO Box 6806,
    WV1 9WJ

    If we have to change any of the timescales above, we will let you know and explain why.
  5. Legal Ombudsman’s time limits

    Please see the Ombudsman’s website:

    The Ombudsman will allow us a period of 8 weeks to resolve your complaint. The Ombudsman asks that you come to it as soon as you can and must do so within 6 months of your last contact with us. If the Ombudsman considers there are exceptional reasons to consider a complaint sooner or there is an irretrievable breakdown in the relationship, the Ombudsman may accept a complaint sooner.

    Ordinarily, the Ombudsman will only consider complaints in relation to acts or omissions after 5/10/10 and the complaint must be referred no later than:

    1. 6 years from the matter giving rise to the complaint; or
    2. 3 years from when you should reasonably have known there was cause for complaint without taking advice from a third party.
    The Legal Ombudsman can increase any time limit in exceptional circumstances e.g. if there is serious illness.

    Other points to note

    Complaints regarding a data subject request under Data Protection Legislation are dealt with in accordance with this policy.

    The Online Dispute Resolution website is an official website managed by the European Commission dedicated to helping consumers and on-traders resolve their disputes out-of-court. We currently do not use any ADR providers to resolve complaints, including those which the ODR Platform transmits complaints to, but unresolved complaints about our services will be dealt with by the Legal Ombudsman under the statutory complaints scheme.

September 2020