The Firm complies with Solicitors Practice Rule 15. The Law Society has defined a formal complaint as being: “any expression of dissatisfaction referred to the person nominated by the organisation who is not dealing with the case”,

It is the policy of the Firm to ensure that:

 Every complaint is reported and recorded centrally.
 Every complaint received is responded to appropriately.
 The cause of a problem is identified, appropriate redress is offered and unsatisfactory procedures arc corrected.

All clients will be informed by letter about the action they should take if they feel they have grounds for complaint.

All complaints will be notified to Mr Javed Nazir in the first instance, who will: ¬-
 Review the file
 Request details of the complaint from the client by letter or interview.
 Determine what degree of validity the complaint has.
 Decide how the complaint should be remedied.

Javed Nazir Solicitors are committed in providing a high quality service. If you are not happy with any part of the service provided, you can contact us on 020 8521 7222 and speak with Mr Javed Nazir as he is also responsible for dealing with complaints either by telephone or by letter. We have a complaints procedure in place which details how we must handle complaints. A hard copy of this policy is available at your request to us.

We will consider and reply to your complaint within 8 weeks. If we have not resolved it within this time then you may contact the Legal Ombudsmen and complain to them. You can contact them on 0300 555 0333. If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows: PO Box 6806 Wolverhampton WV1 9WJ 0300 555 0333 * enquiries@legalombudsman.org.uk ü www.legalombudsman.org.uk

Before accepting a complaint about 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 them: · 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 we have to change any of the above timescales, we will let you know and explain why.

Complaints about your bill

The above complaints procedure also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and that if all, or part, of a bill remains unpaid, the firm may be entitled to charge interest.

Raising concerns with our regulator, The Solicitors Regulation Authority (SRA) can help you 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 find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For the public’ section.