Overview
We hope you would never need to use the below procedure as we are almost always capable of resolving matters before they progress to a formal complaint.
However, if you are not satisfied with our handling of your informal complaints, a formal complaint will be processed as detailed below.
1. Our Commitment to Service Quality
Shah Law Chambers is committed to delivering a high-quality legal service to all clients. We aim to deal with all matters efficiently and respectfully. However, if you are dissatisfied with any aspect of our service, we encourage you to raise your concerns which helps us maintain and improve standards.
Details of the legal work we will undertake for you and at what service level are explained at our initial meeting with you. This is also documented in our initial client care letter which details our fees and our terms and conditions of business.
If there is any significant variation from that agreement, we endeavour to notify you of this at the earliest opportunity.
2. How to Raise a Complaint
If you have a complaint, please raise it with the person with day-to-day conduct of your case in the first instance. He or she will do their best to resolve the issue as promptly as possible with you to reassure you and retain your confidence in us.
If this does not resolve the matter, or you feel uncomfortable doing so, you may escalate your complaint to our Director and Practice Supervisor, Mr Manzoor Ahmad Shah, who is the designated complaints officer. He will ensure that the issue is looked into thoroughly which may take some time, but usually no longer (unless we notify you of unforeseen delays) than the timescales mentioned below.
The definition of a complaint that we use is:
“any oral or written expression of dissatisfaction that the complainant has or may have suffered, financial loss, distress, inconvenience or other detriment.” (Legal Services Board)
You may raise an informal complaint by:
- Phone: 02089009529
You may raise a formal complaint by:
- Email: admin@slchambers.co.uk or
- the email address of your designated caseworker
It always helps us to better deal with your complaint if it is set out clearly in writing. We will, however, accommodate our policy around any genuine accessibility arrangements.
3. Internal Formal Complaints Procedure
We aim to resolve complaints promptly and fairly, ideally without need for escalation. Our formal complaints process follows this streamlined timeline:
| Stages | Action | Timeframe |
| 1 | Acknowledge receipt of complaint | Within 5 working days |
| 2 | Offer a meeting or request clarification (if required) | Within 15 working days |
| 3 | Investigate complaint & offer interim resolution (if possible) | Within 28 working days of acknowledgement |
| 4 | Final written outcome with reasons | Within 8 weeks of receiving complaint |
We aim to complete all four steps within 8 weeks. If delays arise, we will notify you at the earliest opportunity.
4. External Review – The Legal Ombusdman (LeO)
If your complaint is not resolved within 8 weeks, or you remain dissatisfied with our final response, you can refer the matter to the Legal Ombudsman, an independent complaints body.
You must contact LeO within 6 months of our final response. Additionally, your complaint must be made:
- Within 1 year from the act/omission; or
- Within 1 year from when you should reasonably have known there was cause for complaint.
Contact details:
- Website: www.legalombudsman.org.uk
- Phone: 0300 555 0333
- Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
5. Client Ineligible to Complain to LeO
Some clients (e.g., most businesses with an annual turnover above £1m or large charities) may not be eligible to use the Legal Ombudsman. If unsure, you should consult the Ombudsman directly.
6. Learning and Improvement
We use complaints data to improve our service. Your feedback helps us identify areas where we can do better.
7. Other Complaints
The Solicitors Regulation Authority can help 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. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.