CLIENT COMPLAINTS
POLICY

Our complaints policy
Ali Legal Limited is committed to providing a high quality legal service to all our clients. When
something goes wrong, we need you to tell us about it. This will help us to improve our
standards. Whenever possible, please raise any initial client care problems with the person
acting on your matter to give them the opportunity of resolving matters with you. Often matters
can be quickly resolved in this way.
The practice defines a complaint as an expression of dissatisfaction (oral or written) about the
provision of, or failure to provide, a legal service.

Our complaints procedure
If you have a concern or a complaint that has not been dealt with to your satisfaction by the
person handling your case or their supervising partner, please contact us as soon as you are
aware of the problem so this can be addressed. Please contact Akbar Ali at
akbar.ali@alilegal.co.uk or on 0203 011 4281.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five days of our
    receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will involve speaking to the member of staff
    who acted for you.
  3. Akbar Ali will then invite you to a meeting to discuss and, it is hoped, resolve your
    complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Akbar Ali will write to you to confirm what took place and
    any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible, Akbar Ali will send you a detailed written
    reply to your complaint, including his suggestions for resolving the matter, within 21 days
    of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again to explain why you
    remain unhappy with our response and we will review your comments. Depending on the
    matter we may at this stage arrange for another partner to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our
    final position on your complaint and explaining our reasons.
  8. If you are still not satisfied with the handling of your matter, you may bring your complaint to the attention of the Legal Ombudsman.
  • The Legal Ombudsman’s contact details are:
  • Address: PO Box 6167, Slough, SL1 0EH.
  • Telephone: 0300 555 0333 – from 8.30 am to 5.30 pm 
  • E-mail: enquiries@legalombudsman.org.uk  
  • Website: www.legalombudsman.org.uk. 
  • The complaint must be lodged with the Legal Ombudsman within 6 months of the act or omission or within 6 months of knowledge of the act or omission and within 6 months of the conclusion of our internal complaints procedure.

Complaints in relation to bills
The complaints procedure above 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; the Legal Ombudsman may not consider a complaint
about a bill if you have applied to the court for assessment of that bill.