We aim to provide every client with a high standard of service. If we have not achieved that, we want to know.

You have the right to complain about our service and about our charges. We will not charge you for handling your complaint.

How to complain

Please contact Imran Shah:

Telephone: 0333 339 6004
Email: info@abrahamssolicitors.co.uk
Post: Abrahams Solicitors, Unit 20, Listerhills Science Park, Campus Road, Bradford, BD7 1HR

You can complain in any way that suits you — by phone, email, letter or in person. You do not need to use any particular form of words.

If your complaint is about Imran Shah personally, it will be dealt with by Sannah Khatoon, Solicitor (SRA number 654258) instead.

If you would find it easier to complain in another language, or need this information in another format, please tell us and we will arrange it.

What happens next

We will acknowledge your complaint within 5 working days and tell you who is dealing with it.
We will investigate — reviewing your file and speaking to the people involved.
We will send you a final response within 8 weeks of receiving your complaint.

If we cannot respond within 8 weeks, we will write to you before that deadline to explain why.

If you are still unhappy — the Legal Ombudsman

If we have not resolved your complaint to your satisfaction within 8 weeks, you can ask the Legal Ombudsman to look at it. The Legal Ombudsman is independent of us and its service is free.

Time limits are strict

You must refer your complaint to the Legal Ombudsman:

within six months of receiving our final written response; and
no later than one year from the act or omission you are complaining about; or
no later than one year from when you should reasonably have known there was cause for complaint.

An Ombudsman can extend the one-year limits where it is fair and reasonable to do so. If you are unsure whether you are in time, contact the Legal Ombudsman rather than assuming you are not.

Contact the Legal Ombudsman

Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333 (10am to 4pm)
Relay UK: 18001 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Who can complain to the Legal Ombudsman

Individuals, micro-enterprises (fewer than 10 staff and turnover or balance sheet not exceeding €2 million), charities, clubs and trusts with income or net assets under £1 million, and personal representatives or residuary beneficiaries of an estate.

Alternative dispute resolution

Alternative complaints bodies exist which are competent to deal with complaints about legal services, should both you and we wish to use such a scheme.

ADR body: ProMediate
Website: www.promediate.co.uk
Do we agree to use it? No. We do not agree to use ProMediate. We expect complaints to go to the Legal Ombudsman, which provides a clear adjudication process and is free to you.

Complaints about a bill

You may also apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman will not consider a complaint about a bill while it is being assessed by a court.

Concerns about our professional conduct — the SRA

The Legal Ombudsman deals with complaints about service. If your concern is about our professional conduct — for example dishonesty, discrimination or a breach of the SRA’s rules — report it to the Solicitors Regulation Authority:

Website: www.sra.org.uk/consumers/problems/
Telephone: 0370 606 2555
Post: The Cube, 199 Wharfside Street, Birmingham, B1 1RN

You can do this whether or not you have complained to us first.