Complaints Procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

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 14 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 will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 21 days of sending you the acknowledgement letter.
4. Within 7 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, Mr Mahmood will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 14 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the practice to review the decision.
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 we have to change any of the timescales above, we will let you know and explain why.
9. If you are still not satisfied, you can then contact the Legal Ombudsman. Any complaint to the Legal Ombudsman must usually be made within six months of the date of the conclusion of the Firm’s complaints procedure i.e., final response and one year from the date of the act, or from when the complainant should have realised there was an issue. 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

10. You can also refer matters to the SRA where you consider that a firm has breached an SRA Principle. Details of the SRA Principles can be found here. Further more, details of how to report to the SRA can be found here.
11. We will not charge you for handling your complaint.