We specialise in all aspects of criminal investigations, proceedings and appeals

Complaints policy & procedure

OUR COMPLAINTS POLICY

We are committed to providing a high-quality legal service to our clients. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint.


OUR COMPLAINTS PROCEDURE

Our Principal Solicitor is Ali Hussain. You can contact him by post at this office: AHS Law Solicitors, Ashley House, 235-239 High Road, London N22 8HF, or by e-mail at ali.hussain@ahslaw.co.uk. It is helpful if you put your concerns in writing, but if you would prefer not to, or if you would find it difficult to do so, he can be contacted by phone at 0203 633 0931.

If you have special need which we should take into account due to language or disability, please let us know.

The following table explains to you how long our process might take, we have included our target times for each stage of the process. Where, for any reason, it is no possible to observe any of these limits we will let you know and explain why. We will consider your complaint if it is made within 6 months from the date that AHS Law ceased acting for you.


Action Timescale
Acknowledge the complaint in writing and send a copy of the complaints procedure Within 5 working days
Invite you to a meeting or to discuss the issues by telephone Within 5 working days
Confirm the outcome of the meeting or telephone conversation in writing Within 5 working days of the meeting/telephone conversation
Investigate the issues Within 21 days of receiving the complaint
If a meeting/telephone discussion is not possible or required: Investigate the issues and write to you with the outcome Within 28 days of receiving the complaint
Review and close the complaint Within 8 weeks of receiving the complaint


Legal Ombudsman

If you do not agree with the outcome of our complaints process, or we fail to investigate it within 8 weeks, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.

The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.

Contact details: Legal Ombudsman, P.O. Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk