Our Complaints Procedure

Our dedication to providing the best possible service includes encouraging you to raise concerns if you believe that we have not upheld our high standards. Although we anticipate your satisfaction with our work conducted, if you have any criticism or complaints regarding any aspect of our services, you have the right to make an official complaint through our complaint procedure. All complaints must first be referred to our Director Mr Ismail Limbada by writing to:

Envision Solicitors, 9 Canon Court, Institute Street, Bolton, BL1 1PZ

Telephone: 01204 257 123

For us to be able to handle your complaint, it is important that all complaints are addressed to Mr Limbada. If you do not do so, we may not be able to process your complaint.

Once Mr Limbada is in receipt of your letter of complaint, we will handle your complaint as follows:

     1.      We will send you a letter acknowledging receipt of your complaint within 14 days of receiving it. We will enclose a copy of our complaints procedure, so you are aware of what to expect moving forward.

     2.      We will investigate your complaint and if possible, invite you to a telephone conference with our Director Mr Limbada and the Fee Earner whom was handling your case.

     3.      If a telephone conference is not possible, we will thoroughly investigate your complaint and we will respond to your complaint in full within 8 weeks of receiving your complaint.

In the event that we are unable to satisfactorily resolve your complaint, we would like to inform you that you have the option to seek an independent review by the Legal Ombudsman.

The Legal Ombudsman is responsible for investigating complaints related to service issues with Solicitors in England and Wales.

It is important to note that the Legal Ombudsman has timeframes for accepting complaints.

You should make a complaint to them within one year of the date of the act or omission that you are complaining about, or within one year of the date when you became aware of the concern for complaining.

Furthermore, you must refer your complaint to the Legal Ombudsman within six months of receiving our final response to your complaint. You may contact them at:

Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Telephone: 0300 555 0333

Website: www.legalombudsman.org.uk

 

If you are unhappy with our conduct then the Solicitors Regulation Authority can help.

This could be for matters such as dishonesty, losing your money, discrimination due to age, disability or another characteristic.

The Solicitors Regulation Authority may be contacted at:

Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

Telephone: 0370 606 2555

Website: https://www.sra.org.uk/home/contact-us or https://www.sra.org.uk/consumers/problems/report-solicitor/