Complaints Policy

Why we have this policy

Because we want to ensure all our clients are pleased with their experience of our service, we take complaints very seriously. If a client makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our procedure is based on these objectives and is monitored and reviewed on at least an annual basis.


1. Our aim is to have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict timetable and is clearly documented. We pride ourselves on listening to our clients and they should be confident they will be responded to without fear of discrimination.

2. Any complainant can be assured they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made either verbally or in writing.

3. Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake we make and do all we can to avoid future complaints.

Our Practice complaints procedures

1. These clear complaint procedures are monitored and reviewed on at least an annual basis. Oliver Al-Falah is responsible for doing so.

2. If a client complains, whether it is by telephone, in writing (including email), or in person, we will review their complaint and take full details of it. Having done so, we will attempt to resolve their complaint as swiftly as possible. Oliver Al-Falah is responsible for this process.

3. Written acknowledgment of a complaint will be sent to the Complainant as soon as possible, and within 48 hours in any event.

4. We will seek to investigate the complaint and respond within 28 days of acknowledgment of receipt. If we are unable to investigate the complaint within that period, we will notify the client, giving reasons for the delay and a likely period within which the investigation will be completed.

5. If the client is still not satisfied with our response, they should contact us again and request a review. Should they do so, we will respond within 14 days to confirm our final position on the complaint and our reasons for that position.

6. We will ensure proper and comprehensive records of any complaint received are maintained, along with the outcome and any measures taken to prevent recurrence.

Oliver Al-Falah is an SRA-Regulated Freelance Solicitor, no.524189. 23 Berkeley Square, London, W1J 6HE. VAT No. 434926774.

If a client is not satisfied with the result following the above procedure:

1. If our complaints procedure has been exhausted and the client is still not satisfied with the outcome, they have the right to complain to the Legal Ombudsman. They must do so within six months of receiving our final response to their complaint and no more than a year from the date or omission being complained about.

2. The Legal Ombudsman’s contact details are as follows:

Tel: 0300 555 0333

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

3. The Legal Ombudsman will only take on a complaint if the client has attempted to resolve their complaint with us, first.

4. The final option is for the use (should we and the client agree to do so) of an approved alternate dispute resolution (ADR) body that would be competent to deal with the complaint. Potential ADR providers are:

Pro Mediate

Pro Mediate Website Pro Mediate Website - Mediate online or in person

The Small Claims Mediation Service

Small claims mediation service - GOV.UK (

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