If something has gone wrong
We want the chance to put it right. Our complaints procedure is free to use and will not affect how your matter is handled.
How to raise it with us
In the first instance, please raise your concern with the solicitor handling your matter. Many issues are resolved in a single conversation.
If that does not resolve it, please make a formal complaint in writing to info@ashraflegal.co.uk or by post to Ashraf Legal Ltd, 29 Arundel Road, Luton, LU4 8DY. Please set out what has happened, when it happened, and what you would like us to do to put it right.
We will acknowledge your complaint in writing within five working days, investigate it, and send you a full written response within eight weeks of receiving it. If we need longer we will tell you why and give you a revised date.
If you remain dissatisfied
If you are not satisfied with our final response, or if eight weeks have passed since you first complained to us, you may be able to refer the complaint to the Legal Ombudsman. The Legal Ombudsman deals with complaints about service.
You must normally refer your complaint to the Legal Ombudsman within six months of receiving our final written response, and within one year of the act or omission complained of, or within one year of you realising there was a concern.
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Telephone 0300 555 0333. Email enquiries@legalombudsman.org.uk. legalombudsman.org.uk
The Legal Ombudsman's service is available to individuals, and to small businesses, charities, clubs and trusts below defined size thresholds. It will explain whether you are eligible.
Complaints about conduct
The Solicitors Regulation Authority deals with concerns about the behaviour of a firm or a solicitor — for example dishonesty, taking or losing your money, or treating you unfairly because of your age, disability or other characteristic. These are matters of professional conduct rather than service quality.
You can report a concern to the SRA at sra.org.uk. You can also view our entry on the SRA register, under SRA number 803621.
If we have issued a bill and you disagree with it, you may also have the right to apply to the court for an assessment of the bill under sections 70 to 72 of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about a bill that is subject to court assessment.