NMH Solicitors Ltd want to give you the best possible service. We take any dissatisfaction with the service you receive very seriously. If you become concerned or unhappy with the service you are receiving, then please inform us immediately so that we can do our best to resolve the problem.
NMH Solicitors Ltd are dedicated to providing a professional, efficient, and pragmatic service to all our clients. If you feel that we have failed to provide a reasonable standard of service, then please let us know. We take this opportunity to improve the quality of our service. Full details of our complaint procedure can be found below.
What to do if you want to make a formal complaint
If you want to make a formal complaint, you may start with contacting the person who is working on your case. You may do this by email with the subject heading ‘Complaint’. You may wish to copy (cc.) our Complaint Officer, Mr Tahir Hussain, to the email so that he is also aware of your complaint. It is essential to provide as much information as you can about your complaint to enable our team to respond appropriately.
Mr Tahir Hussain will allow the person dealing with your case to acknowledge receipt of your complaint within 5 working days. If the matter is more complex, then the person dealing with your matter will contact you to take more information regarding your complaint. Please note that it may take time to respond and deal with your complaint and our aim is to resolve all complaints within 8 weeks of receiving them. If we have to change the time-scale for any reason, or if the person dealing with your case is unable to respond and deal with your complaint, we will let you know and explain why, and advise as to how your complaint will progress.
Making a complaint will not affect how we handle your case. If you remain unhappy with the response you receive from the person dealing with your case, then you can inform our Complaint Officer, Mr Tahir Hussain directly by phone, email, or post:
Mr Tahir Hussain, Complaint Officer
NMH Solicitors Ltd
Second Floor, Office 210
354 Ballards Lane
Telephone: 020 3581 5051
Should you direct your complaint to Mr Tahir Hussain he will endeavour to resolve your complaint in the first instance. He will acknowledge receipt of your complaint within 5 working days and begin to investigate the basis of your complaint. Mr Tahir Hussain may suggest a face to face meeting with you if he thinks that may help. Our aim is to resolve all complaints within 8 weeks of receiving them.
Your complaint will be investigated in the following way:
Mr Tahir Hussain will ask the adviser working on your case to provide their response to your complaint.
Mr Tahir Hussain will consider the adviser’s response, the information provided in the complaint, and any other relevant material (such as the contents of your case file).
Mr Tahir Hussain will then prepare a written response, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.
Referral to the Legal Ombudsman
If, following the investigation by Mr Tahir Hussain, you remain unhappy with the final response you received, then you may refer your complaint to the Legal Ombudsman who are an impartial, independent body. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first and will normally only consider your complaint after our internal complaints procedure has been exhausted.
However, complaints are expected to be made to them within six months of receiving a final response to your complaint and no more than six years from the act or omission which you are complaining of or no more than three years from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman’s contact details are as follows:
PO Box 6806
Call: 0300 555 0333 between 9am to 5pm.
From overseas: +44 121 245 3050
Dishonesty or bad behaviour of the Solicitor concerned
You can make your complaint to the Solicitors Regulation Authority (SRA) if you are concerned about the behaviour or conduct of the Solicitor who is dealing with your case. Your complaint could be based on misconduct, for example, the Solicitor dealing with your case lost your money or based on discrimination, in that, you were treated unfairly because of your age, disability, religion or race.
You can raise your concerns with the Solicitors Regulation Authority.