CLIENT CARE
We are committed to high-quality legal advice and client care — and to resolving any complaint as soon as possible.
OUR COMMITMENT
We at Just Immigration Law Solicitors are committed to providing high quality legal advice and client care. We are keen to resolve any complaint as soon as possible and will follow our complaints handling procedure below.
HOW IT WORKS
You must always try complaining to us first. In most cases you will not be able to take your complaint further without allowing us the opportunity to put things right.
Please let us know the full nature of the problem. Ideally confirm this in writing so any scope for misunderstanding can be avoided — though this is not obligatory. You are welcome to raise concerns by telephone or face to face. In writing, email Ms Farrakh Rashid at farrakh@justimmigrationlaw.com or write to us at 526 Coventry Road, Birmingham, B10 0UN.
We will write to you acknowledging your complaint within five working days. In this letter, we shall confirm what happens next.
We shall investigate by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt. If we cannot investigate in this timeframe, we will write to you with the reason and a revised timescale. Once complete, we will invite you to discuss the issues within fourteen days of the acknowledgement letter — by meeting or telephone. We will write within five working days of any meeting or call to confirm our discussion and any solution or redress offered. If you prefer not to meet, we will send a detailed written response within fourteen working days of the acknowledgement letter.
If you are satisfied with our response, that will be the end of the matter. If not, contact us again and we will review our decision or arrange for a member of staff unconnected with the matter to review it. We will write within fourteen days of receiving your request with confirmation of the firm’s final position, outlining the reasons and any final redress offered.
You must always try complaining to us first. In most cases you will not be able to take your complaint further without allowing us the opportunity to put things right.
EXTERNAL REVIEW
We are permitted a minimum of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint.
Contact the Legal Ombudsman on 0300 555 0333, visit www.legalombudsman.org.uk, or write to PO Box 6806, Wolverhampton WV1 9WJ.
REGULATOR
If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider.
Please note that the SRA is unable to deal with issues of poor service — complaints of this nature should instead be referred to the Legal Ombudsman.
Contact Ms Farrakh Rashid and we will acknowledge your complaint within five working days.
