Complaints

Kaizen Law is committed to providing high quality legal advice and services to our clients. If a client tells us that something has gone wrong, we will do all we reasonably can to put it right. So that we can fully investigate the concerns raised, we will need to have full details of the complaint.

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. Making a complaint will not affect how we handle your case.

Making a Complaint

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 happens then?

Step 1: We will acknowledge receipt of your complaint within 10 days and advise you what will happen next.

Step 2: We will then fully investigate the complaint.

Step 3: In any event you will be provided with a full response in writing and this response may include a suggestion for the resolution of the complaint.

Our aim is that you will receive the response within 2 weeks of the receipt of the original complaint.

If the response does not resolve your complaint, you can refer it to the Legal Ombudsman.

They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

Within six months of receiving a final response to your complaint and No more than six years from the date of act/omission; or No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit:  www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email:  enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the  Solicitors Regulation Authority.

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