We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we provided then you should inform us immediately, so that we can do our best to resolve the problem.

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. You may wish to make a formal complaint if so, please contact Mr Ish Hussain. You can either do this directly by calling our office on 02080900806 or via e mail to ishhussain@evanmooresolicitors.co.uk. Please remember making a complaint will not affect how we handle your case.

What happens next
On receipt of your complaint Mr Ish Hussain a letter acknowledging your complaint will be sent to you. This will be done within 7 days of receiving your complaint and a further 14 days of of investigating of responding to your complaint. Depending on the complexity and availability this may take slightly longer but we will keep you informed.

We may write to you to ask for further information or alternatively, we might write to you setting out our views on the situation and suggesting any redress that we would feel to be appropriate. We will aim to write to you informing you of our views and any suggestions within 7 days of completing our investigations.

If, by this stage, you are still not satisfied, please let us know. It would be helpful to us if you could do so within the following 14 days but there is no obligation on you to do so. We will then arrange to review our decision. We would generally aim to do this within 7 days of hearing from you.

What to do if we cannot resolve your complaint
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. You can visit the SRA website that will provide you with additional information on how they can help.

If we are unable to resolve your complaint you can either contact the SRA who will try addressing issues regarding your complaint. Alternatively, The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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