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 1DZ

Email: iyl@envisionsolicitors.co.uk

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 confirms receipt of your letter 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 invite you to a telephone conference with our Director Mr Limbada and the Fee Earner whom was handling your case.
  3. After our telephone conference we will thoroughly investigate your complaint further and write to you to resolve your complaint within 14 days. Please note this is not our final response.
  4. If you are unhappy with our response. We welcome you to write to us within 21 days of receipt of our letter as outlined in Paragraph 3 with your suggestions for resolving this matter.
  5. We will review any suggestions you may have for resolving your complaint within 14 days of receipt of your letter.
  6. Once we have reviewed this, we will write to you within 14 days confirming our final response on your complaint and outlining our reasons.

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

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
B1 1RN

Telephone: 0370 606 2555

Website: https://www.sra.org.uk/home/contact-us