Complaint

Our Complaints Handling Policy

Complaint

We value your business and do not wish you to have any reason to be unhappy with us. We are confident of providing a high-quality service. It is therefore important that you raise any concerns you may have with us immediately so that we may address them. This will help us to improve our standards.

Our complaints procedure

If you are dissatisfied with the service received or if you are dissatisfied with regards to a charge on a bill received, please first contact the member of staff who is dealing with your matter. Alternatively, you may contact Principal in the firm, who can assist you. If he does not resolve the complaint to your satisfaction, we will delegate the handling of your complaint to an independent complaint’s handler for investigation. Please set out as clearly as you can the nature of your complaint or concern and how it has arisen. Please also ensure that your letter states the identity of the person who dealt with your matter and your file reference number.

How to complaint 

You may serve a complaint in writing and/or telephone.

  • If by email, please send your email to info@libertysolicitors.co.uk. Please use the word “complaint” in the subject line and identify yourself in the email. 
  • If by telephone, please call 020 7377 6804 and ask for Mr Sohul Ahmed. 
  • If by letter, please address it to Liberty Legal Solicitors LLP, 182 High Road, Ilford, IG1 1LR. 

What will happen next?

Within five working days of receipt of your complaint we will:

  • Record your complaint in our central database and open a file for your complaint.
  • Send you a letter acknowledging receipt.
  • Ask you to confirm or explain any details which are unclear.

If we have asked for further details, we will acknowledge those within three working days of receipt and confirm what will happen next.

Our investigation

  • Within seven working days of receiving your complaint (or the further details requested), we will ask the relevant Case Worker on your matter who acted for you to comment and will review your file.
  • Within ten working days of receiving your complaint (or the further details requested), The Head of Practice will write to you with our view of your complaint, and how to resolve it.
  • The concerned Case Worker may invite you to a meeting. He will write to you within two working days of the meeting to confirm what took place and any solutions agreed with you.
  • If you are still not satisfied, you can write to us again. We will review our decision again. 

If you are still not satisfied, the next step is for you to contact the Legal Ombudsman by clicking How To Complain | Legal Ombudsman or following methods:

Telephone: 0300 555 0333

Overseas: +44 12 245 3050

Email: enquiries@legalombudsman.org.uk

In writing: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

www.legalombudsman.org.uk

Limitation period to complaint to the Legal Ombudsman.

A complaint to the Legal Ombusman must be made: 

  • Within six months of receiving our final response to your complaint.

and

  • No more than one year from the date of the act or omission being complaint about;                 or 
  • No more than one year from date when you should reasonably have known that there was cause of complaint. 

If we have to change any of the timescales above, we will let you know and explain why.

Complaint to Solicitors Regulation Authority [SRA]

You can complaint to the SRA about our solicitors or the firm if you are concerned about our solicitor’s behaviour. The SRA can help you, or take action, when a solicitor:

  • Tell lies
  • Steal from you
  • Shut down without telling you.
  • Break the SRA rules.
How to complaint to the SRA.

We recommend you to visit SRA | Reporting a solicitor or firm to us | Solicitors Regulation Authority in order to raise the complaint with the SRA.