Our complaints policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we urge clients to inform us immediately. This will help us to improve our standards of service.
Our complaints procedure
If you have a complaint about our services and/or a bill you have received from us which you believe does not reflect the services provided, please kindly contact us with all the details.
You can contact us via post by writing to: AMT Lawyers, 26 Wellington Street St. John’s, Blackburn, Lancashire BB1 8AF. Alternatively, you can call or email our offices using the following details:
Telephone: 01254 698317
Email: info@amtlawyers.co.uk
NB: Whichever method of communication is used; all complaints must be addressed to Mr Imran Mahmood at AMT Lawyers.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within 5 working days of us receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to Mr Imran Mahmood who will review your file and speak to the member of staff who acted for you.
3. Mr Mahmood may invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 10 working days of sending you the acknowledgement letter.
4. Within 3 working days of the meeting, Mr Mahmood will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. If we have to change any of the timescales above, we will let you know and explain why.
6. If we are unable to resolve your complaint within eight weeks of us receiving the complaint, you may lodge the complaint with the Legal Ombudsman whom will review your concerns independently. The Legal Ombudsman does set certain restrictions on the complaints which can be considered. A complaint to the Legal Ombudsman 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 complained about; or
- No more than one year from the date which you could have reasonably known that there was cause for complaint.
The Legal Ombudsman’s contact details are as follows:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Please note, the Legal Ombudsman deal with concerns about the level of service received. If you are concerned that we haven’t adhered to the SRA Rules and Regulations, you can report your concerns to the Solicitors Regulation Authority. You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules on their website: www.sra.org.uk
For all complaints, we wish to work directly with you to find an amicable solution to your concerns. Therefore, we always aim to adhere to the timelines specified above and to address any complaints promptly and to find a solution you are satisfied with.
