Complaints
At Kaizen Law 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.
If you are unhappy about the standard of our service then please send full details of the grounds of your complaint to the Complaints Manger:
By email to: saif.khan@kaizenlaw.co.uk
By post to: Mr Saif Khan Complaints Manager, Kaizen Law Solicitors, Falcon Suite, 2 nd Floor, Bridgeman Court, Salop Street, Bolton, BL2 1DZ.
A copy of our formal complaint’s procedure will be made available to you on request.
Please make the details of the complaint as precise and clear as possible and include the name of the lawyer involved, the actions or failings that form the basis of the complaint and the relevant dates if you have them. Please also send or refer to any documents you feel to be relevant to your complaint.
What will happen next?
Saif Khan will deal with your complaint in the first instance. Abid will acknowledge receipt of your complaint within 10 working days of receiving it. He will enclose a copy of this procedure and will ask you to confirm or explain the details of your complaint and to provide any additional information that you may feel is relevant.
Saif will then investigate your complaint. He will review your matter file and speak to any other person who acted in this matter for you. If you prefer, you can also arrange a meeting with Saif to discuss the complaint face to face, by telephone or video conference. Within 10 working days of receiving the full information from you, Saif will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.
At this stage, if you are still not satisfied, you should write to us again. Saif will then review the decision, taking into account any additional information or comments from yourselves and then respond again with his further decision, within 10 working days.
If we have to change any of the timescales above, we will let you know and explain why.
If you are still not satisfied, and all attempts to address your concerns are unsuccessful then you can ask the legal ombudsman service to consider your complaint. The Legal Ombudsman will only deal with service related complaints.
The legal ombudsman normally expects that you have been through our own complaints procedure and remained unsatisfied after eight weeks from the date of your complaint. You should take your complaint to the legal ombudsman within six months of our written response to your initial complaint. If we do not clearly signpost you to the legal ombudsman, the complaint must be taken up no later than one year from the act/omission or one year from which the complainant should reasonable known there was cause for complaint.
We encourage you to gain more detailed information from the Legal Ombudsman website.
The Legal Ombudsman (LeO) who can be contacted as follows: PO Box 6806, Wolverhampton WV1 9WJ, Tel: 0300 555033, Web: www.legalombudsman.org.uk.
As a company authorised by the SRA, they will investigate free of charge, any allegations of misconduct made against members of the SRA. Complaints of this type must be made within 12 months of the event that gave rise to the complaint or within 12 months of the complainant having knowledge of the events, whichever is the greater.
You can contact the SRA through their online portal www.sra.org.uk/report or
by telephone, 0370 606 2555. Address: The Cube 199 Wharfside Street Birmingham B1 1RN DX 720293 BIRMINGHAM 47.
The SRA will refer you to LeO if your concerns relate to poor service.
Alternative dispute resolution (ADR) bodies exist, such as ProMediate of Brow Farm, Top Road, Frodsham WA6 6SP, www.prometiate.co.uk. These are competent to deal with complaints about legal services, should both you and our firm wish to use such a scheme. The list of approved Alternative Dispute resolution providers can be found on the Chartered Trading Standards Institute website. Currently we do not agree to using an ADR scheme as we believe our own inhouse investigation supported where necessary by that provided by the Legal Ombudsman and SRA Regulation is sufficient. Please discuss this with us if you wish. The timescale for contacting and ADR provider is twelve months.
We take complaints very seriously and welcome feedback from our clients (good or bad) as this enables us to continuously improve our service.
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