Complaints Procedure

We want to give you the best possible service. However, if you become unhappy or concerned about the service we have provided at any point, you should inform us immediately so that we can do our best to resolve the problem.

In the first instance, it may be helpful to contact the person working on your case to discuss your concerns. We will do our best to resolve any issues at this stage. If you would like to make a formal complaint, you can read our full complaints procedure below (please make a link that will take you to the below). Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or mistreating you because of your age, a disability or other characteristics.

You can raise your concerns with the Solicitors Regulation Authority. (https://www.sra.org.uk/consumers/problems/report-solicitor.page)

What to do if we cannot resolve your complaint

If we cannot resolve your complaint ourselves, the Legal Ombudsman can help. They will look at your complaint independently, and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have not received a response within 8 weeks or are unsatisfied with the final response, you may complain to the Legal Ombudsman.

If you have, then you must take your complaint to the Legal Ombudsman:

You may contact the Ombudsman (please see their contact details below). Please do not send original documents to the Legal Ombudsman unless asked to. 

If you wish to complain to the Ombudsman, you should do so within one year of the problem occurring or one year from when you found out about it (if it happened more than a year ago).

Please note that you need to bring your complaint to the Legal Ombudsman within six months of our final response. If your complaint does not meet these time limits, the Legal Ombudsman may be unable to investigate it. A final response is when we have nothing further to say and have notified you that if you are still unhappy, you can contact the Legal Ombudsman.

Contact details

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 4pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman

PO Box 6167

Slough SL1 0EH

Complaints handling procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed.

Contact details: Wildan Legal Solicitors, 2-12 Cambridge Heath Road, London E1 5QH
Contact person: Mr Mohammad Salim

Telephone: 0207 423 9977

Email: colp-cofa@wildanlegal.com

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five working days of receiving your concerns, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our Compliance Officer for Legal Practice / Compliance Officer for Finance and Administration Mr Mohammad Salim, who will review your matter/file and speak to the member of staff who acted for you.

3. Mr Salim will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, Mr Salim will write to you to confirm what took place and any solutions she has agreed with you.

5. If you do not want a meeting or it is not possible, Mr Salim will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If, after complaining to Mohammad Salim, you have not received a response within 8-weeks or are not satisfied with the final response, you may complain to the Legal Ombudsman, which is a free and independent service and has formal powers to resolve complaints about

9. You may contact the Ombudsman by post to Legal Ombudsman, PO Box 6167, Slough SL1 0EH on 0300 555 0333 (+44 121 245 3050 if calling from overseas or minicom/text phone on 18002 0300 555 0333 and by e-mail at enquiries@legalombudsman.org.uk. Please do not send original documents to the Legal Ombudsman unless you are asked to.

10. If you wish to complain to the Ombudsman, as of 1st April 2023, you should do so within one year of the problem happening; or one year from when you found out about it (if it took place more than a year ago).

11. Please note that you need to bring your complaint to the Legal Ombudsman within six months of our final response and if your complaint does not meet these time limits the Legal Ombudsman may not be able to investigate it. A final response is when we have nothing further to say and have notified you that if you are still unhappy you can contact the Legal Ombudsman.

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

If the firm cannot resolve your complaint;

The Legal Ombudsman could help you if you are unhappy about:

• the work your solicitor did for you
• your bill.

If you are concerned about your solicitor’s behaviour;

The SRA can help you, or take action, when solicitors:

• tell lies
• steal from you
• shut down without telling you
• break our rules.