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Complaints Policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then 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 who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. Making a complaint will not affect how we handle your case.

We are committed to high quality legal advice and client care and we are keen to resolve all complaints as soon as possible and in order to do this, we will follow our complaints handling procedure.

Step One:

If you have not already done so, you should inform the Complaints Handling Director, Halimah Sadiyah Randera of the full nature of the problem. You can do this by emailing her at or writing to him at Hamill House, 112-116 Chorley New Road Bolton BL1 4DH.

Step Two:

The Complaints Handling Director will write to you acknowledging your complaint within three working days. In this letter, he shall confirm what happens next.

Step Three:

The Complaints Handling Director shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt of your complaint.  If, for some reason, the matter cannot be investigated in this timeframe, then he will write to you notifying you of this together with the reason why and giving a revised timescale. Once the investigation has been completed, he shall invite you to a meeting to discuss the issue(s) you have raised and hopefully resolve the complaint.  This meeting will take place within fourteen days of sending you the acknowledgement letter.  Following the meeting, he shall write to you within five working days of the meeting to confirm your discussion and the solution agreed upon.

Step Four:

If you do not want to or are unable to attend such a meeting, he will send you a detailed, written response, including his proposed solution, within fourteen working days of sending you the letter acknowledging receipt of your complaint.

Step Five:

If you are satisfied with his response in either Step three or four above, that will be the end of the matter.  However, if you are not satisfied, you should contact him again and he will arrange for a member of staff who is unconnected with the matter to review his decision. He/She will write to you within fourteen days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.

Step Six:

We have eight weeks to consider your 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.

What do to if we cannot resolve your complaint.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint; and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details


Call: 0300 555 0333 between 9am to 5pm.


Legal Ombudsman
PO Box 6167

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 treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority.

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