We hope you will be happy with the professional services provided by Abbas Media Law Ltd (‘AML’). However, if you are not satisfied about any aspect of the service you receive or about our charges, you should let us know as soon as possible.
This document sets out the policy and procedures that AML will normally follow when dealing with a complaint.
HOW TO COMPLAIN
Minor complaints such as matters of discourtesy may be made by telephone or in person either to the relevant AML lawyer or to Nigel Abbas, the CEO of AML. When contacting us, please state the nature of your complaint and what you would like us to do about it. We aim to resolve telephone complaints promptly and informally. If we do so, we will make a note of the resolution. You may wish to do the same.
For other complaints, including complaints about a failure in professional service, please contact us in writing. If you have complained by telephone or in person and it has not been resolved to your satisfaction, please write to us. Once we receive a written complaint, we will investigate it formally.
When making a written complaint, please provide the following details:
Please address all written complaints to AML’s Compliance Officer for Legal Practice: Nigel Abbas, Abbas Media Law, 1st Floor, 239 Kensington High Street, London, W8 6SN. Alternatively, or additionally, please email the complaint to firstname.lastname@example.org.
Delay may make it harder for us to investigate your complaint and establish the facts so please contact us as promptly as possible. We may decline to investigate a complaint which is made more than 12 months after the act or omission complained about, without good reason for the delay. Further information about the time limits on any action by the Legal Ombudsman is set out below.
DEALING WITH YOUR COMPLAINT
We aim to acknowledge receipt of your complaint within 48 hours of us receiving it and to provide you with details of how we will deal with your complaint.
Once we receive a complaint, we will appoint an AML staff member to investigate. We have a panel headed by Nigel Abbas, AML’s CEO, and senior AML staff. Within 14 days of receiving a written complaint, Nigel Abbas will appoint a panel member to investigate. If your complaint is about Nigel, the next most senior panel member will investigate it. The person appointed to investigate your complaint will never be the person you are complaining about.
The person appointed to investigate your complaint will write to you as soon as possible to let you know he or she has been appointed and that they will reply to your complaint within a further 14 days (which should be no more than 28 days after AML receives your complaint). If that person finds later that they are not going to be able to reply within 14 days, they will set a new date for their reply and inform you. The reply will set out:
We aim to resolve your complaint within eight weeks from receipt of your letter of complaint.
We will not make any charge for handling your complaint.
TAKING IT FURTHER
Once you have made a complaint to us, as noted above, we will aim to respond within eight weeks. If we are unable to resolve your complaint, or we have not responded within the eight weeks, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman is a free, impartial and independent service set up by the Government which deals with complaints about the service you have received. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The Legal Ombudsman’s contact details are: –
Telephone: 0300 555 0333
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9W
E-mail email@example.com .
Please note that to be entitled to complain to the Legal Ombudsman, you must be:
The SRA deals with cases where firms or solicitors have breached the Principles of the Solicitors’ Code of Conduct which sets out the professional standards the SRA expects of all firms and regulated individuals. Further details on the SRA complaints procedure can be found at: https://www.sra.org.uk/consumers/problems.page
Alternative complaints bodies such as ProMediate (see: https://www.promediate.co.uk/) can also deal with complaints about legal services if we remain unable to resolve your complaint and agree to use such a scheme. If you would like to explore this option, please contact us.