Complaints Procedure

Our aim is to offer an efficient and effective service and it is hoped that you will be pleased with the work we do for you.

We are mindful however that occasionally a situation may arise where you may feel unhappy with an aspect of our service. The client should always be advised at the outset of their right to raise a complaint. Advice about a complaint is as follows:

A. If a client is unhappy with any aspect of the service provided, a complaint should be raised with Mrs. Parveen who is the principal of the practice and also the person with whom the duty lies to investigate any expression of dissatisfaction with our service or other concerns you may have. The client shall set out his complaint in writing and send it to Mrs Parveen, 59 George Street, Walsall, WS1 1RS or by email to info@kayssolicitors.co.uk.

B. We will then send you a letter acknowledging receipt of your complaint with 14 days of us receiving the complaint (unless in exceptional circumstances) and the acknowledgement should advise of the date by which they should receive a considered response. Unless otherwise advised the firm will seek to resolve the dispute within 10 weeks of the receipt of the letter.

C. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mrs Parveen, who will review your matter file. She will respond in writing to the letter of complaint setting out the conclusions and any action necessary.

D. The client is asked to respond within 14 days of receipt of this letter, confirming that he/she is satisfied or otherwise. If no response is received the matter will be deemed to have been concluded.

E. If the client remains unsatisfied he/she should advise Mrs Parveen who will arrange a suitable appointment to meet with the client and discuss the reasons why the client remains unsatisfied.

F. Mrs Parveen will write within 14 days of the meeting to summarise the issues still in dispute and the firms approach to these rules. This will conclude the firm’s internal complaints procedure.

G. If you are still not satisfied, you can then contact:

H. The Legal Ombudsman , PO Box 15870, Birmingham, B30 9EB. They can be contacted on 0300 555 0333 or email them at enquiries@legalombudsman.org.uk