Complaints

We are committed to providing a high quality legal service to all our Clients.  When something goes wrong, we need you to tell us about it.  This will help us to meet your dissatisfaction and to improve our service to all Clients.

THE IMMIGRATION LAW PRACTICE COMPLAINTS PROCEDURE

If you have a complaint, please contact Richard Timmis at Hudson House, 8 Tavistock Street, Covent Garden, London  WC2E 7PP; Tel.: 020 7240 1900, or by email: theimmigrationlawpractice@gmail.com  We would prefer to receive your complaint in writing or by email, if you prefer.  If this is not possible, you my telephone with details of your complaint.   

 To help to understand your complaint, and in order that we do not miss anything, please tell us:-

-  Your full name and contact details

-  What you think we have got wrong

-  What you hope to achieve as a result of your complaint

-  If you require any help in making your complaint, we will try to help you.

 

WHAT WILL HAPPEN NEXT?

1.  We will write acknowledging your complaint and we will send you a copy of this Procedure, and we may ask you to confirm or explain the details.

2.  We will record your complaint in our central register and open a file for your complaint.

3.  We will then investigate your complaint.

This may involve reviewing your file, asking someone outside of our firm for information, or inviting you to discuss and hopefully resolve your complaint, either by a meeting or a phone call.

We will do the above as quickly as possible, and we aim to complete such investigation and respond to you within 8 weeks. If this is not possible, we will explain the reason.

4. If we have a discussion, we will write to you to confirm what took place and any solutions we have agreed with you.  If we consider that a discussion would not be helpful, or if you do not want a discussion, or it is not possible, we will send you a detailed written reply to your complaint. This will include our suggestions for resolving the matter.

5. If, within 14 days of receiving our letter, you are still not satisfied with our investigation or suggested solutions you can write to us again and we will review our decision.  We would ask you to explain in your letter why you are still not satisfied.  

6. We will let you know the result of any review and we will write to you confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, you may contact the Legal Ombudsman for legal complaints.  The postal address is: Edward House, Quay Place, Birmingham  B1 2RA;  By telephone 0300 555 0333;  By email enquiries@legalombudsman.org.uk   Normally, you must refer the complaint to The Legal Ombudsman within six months from the time when you receive a written response to the complaint from us.   Normally you must refer a complaint to The Legal Ombudsman within 6 years from the act/omission occurring. or within 3 years from when you should have reasonably known there was cause for complaint. The Legal Ombudsman’s website is: www.legalombudsman.org.uk

7.  If we take more than 8 weeks to resolve your complaint, then you may refer it to The Legal Ombudsman without awaiting our final response, although you may choose to wait for our final response in any event as this may be helpful. 

8.  We will not charge you for handling your complaint.  The Legal Ombudsman service is also free of charge.  However please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

SOLICITORS REGULATION AUTHORITY

We are regulated by the Solicitors Regulation Authority and they can help you if you are concerned about our conduct.  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.  You can raise your concerns with them by visiting their website at www.sra.org.uk

ALTERNATIVE DISPUTE RESOLUTION

Alternative complaints bodies such as ProMediate (UK) Limited http://www.promediate.co.uk are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.  We do not agree to use such a firm, but we are required to inform you that Alternative Dispute Resolution is available.