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. If you would like to make a formal complaint, then you can read our full complaints procedure below.

Making a complaint will not affect how we handle your case.

If you have a complaint, please contact us in writing with details at:

Mrs K Parveen
Kays Solicitors
59 George Street
Walsall
West Midlands
WS1 1RS

WHAT WILL HAPPEN NEXT?

• We will send you a letter acknowledging receipt of your complaint within 14 working days of receiving the complaint, enclosing a copy of this procedure.
• We will then investigate your complaint.
• We will then get in touch with you within 10 weeks of the acknowledgement letter to tell you the outcome of the investigation.
• 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.
• 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.
• Within five days of the meeting, Mrs. Parveen will write to the client to confirm what took place and any solutions she has agreed. If you do not want a meeting or it is not possible, Mrs. Parveen will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending the client the acknowledgement letter. This will conclude the firm’s internal complaints procedure.

What to do 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 our final response to your complaint

and

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

For more information contact the Legal Ombudsman.

---

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.