Feedback

Pearl Valley Solicitors welcomes a feedback from all our clients. We value our clients’ suggestions to our services. Any suggestion and feedback should be sent to our Principal solicitor Mr Manzoor Khan at first instance.

We will endeavour our best that a complaint will not arise, however if there arise any complain, the procedure mentioned here should be followed. We realize that the clients must be made aware of their rights to claim against a firm. This procedure is also form part of our Terms of Business. Our firm is able of handle any complaints fairly, immediately, reasonably, and effectively. We wish to provide our clients the best possible services. However, if at any stage they become concerned and worried about our services then they should notify us immediately, so that we can do our best to resolve the issues.


Contact our case Worker:

If any problem arises, you should contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you wish to make a formal complaint, then you can follow our full complaints procedure as given below. Making a complaint will not affect how we deal with your case.


Receipt of a complaint:

Within 7 days of receipt of your complaint we will record your complaint in our register and open a file for your complaint. We will send you letter of acknowledgment of your complaint. This may ask you to confirm or explain the detail of your complaint. Mr Manzoor Khan will deal your complaint.

Within 21 days we will also acknowledge your reply and confirm what will happen next. We will then commence to investigate into your complaint.

Mr Manzoor Khan will consider your complaint and he may also speak to the person who acted for you. You will be invited to a meeting with the solicitor/case worker who acted on your file. Mr Khan will then invite you for a meeting to discuss the matter with the intention to resolve the issue fairly, amicably and reasonably. He will do this within 21 days of sending you the acknowledge letter. Mr Khan 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. You will receive written confirmation of the outcome of the meeting and any solutions agreed within three days of that meeting.

Within 28 days, if you do not wish to have a meeting to resolve your complaint or it is not possible, you will receive a full written response to your complaint. This will include proposals to resolve the complaint.


What to do if we cannot resolve your complaint

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 deal with 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: 03005550333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

YOU CAN CONTACT SRA: -

The Solicitors Regulation Authority 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 raise your concerns with the Solicitors Regulation Authority.