We intend to give an efficient and professional service, but in the event that you are not satisfied with the way your matter is being handled or the service which we provide or the cost of your service, we would invite you to discuss the matter in the first instance with the caseworker concerned. If this fails to resolve the matter, you can contact Mr. Md Monirul Islam, Principal solicitor of the firm, detailing the nature of your complaint. You can contact Mr MD Monirul Islam by calling at 0207 791 1199 or by Email: monirul@lawvalleysolicitors.co.uk or by writing at Law Valley Solicitors, Kalam House, Unit 410, 4th Floor, 252-262 Romford Road, London, E7 9HZ. You can download the “Formal Complaint Letter Template” from the legal ombudsman website to make the complaints.

We shall send an email or a letter of acknowledgement within TWO working days confirming we have received your complaint. We will prepare a response which will highlight the way in which we will handle the complaint internally within FOURTEEN working days of our acknowledgement. Our response will be based upon the issues you have raised in your written complaint, we may contact you to discuss the time frame needed to go over your matter, file or any additional information we may require from you. If we are not able to resolve it at this stage, and in any case, within EIGHT weeks of the complaint being raised, we may escalate the matter using the CEDR model of mediation.

However, you have the right to take this matter to the legal ombudsman in case our in-house complaint procedure fails. We have EIGHT weeks to consider your complaint, if we have not resolved it within this time you may complain to the Legal Ombudsman. You must refer your complaint to the Legal Ombudsman within SIX months from the date of the final response from us. Legal Ombudsment’s scheme rules (can be read here) say that the Legal Ombudsment can look at complaints if –

• It happened within six years of the problem happening;
• It happened within three years from when you found out about it;
• You refer your complaint to Legal Ombudsment within six months of your service provider’s final response.
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You can contact the Legal Ombudsman. The Legal Ombudsman deals with poor services, such as delayed or unclear communication, problems with your bill, loss of documents and e.t.c.

You can contact the Legal Ombudsman by:
calling at 0300 555 0333
going to the Legal Ombudsman website at – https://www.legalombudsman.org.uk/make-acomplaint/
or emailing at – enquiries@legalombudsman.org.uk 
or writing at – Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

If you have complained to your solicitor about breaching the SRA Code of Conduct and you are not satisfied with our response, you can report to the SRA. You can visit https://www.sra.org.uk/consumers/problems/report-solicitor for details about how to report a solicitor or a solicitor firm.