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COMPLAINTS PROCEDURE

We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to resolve any mistakes or misunderstandings, and to improve our standards.

In the first instance, you can raise the problem with the caseworker responsible for your matter, by telephone or email, to discuss your concerns, and our team will do our best to resolve any issues at this stage.​

If you remain dissatisfied, please raise the problem with our complaints partner and director of SKR Law Ltd, Mr. Shahzad Khan Raja, by email at: skraja@skrlaw.co.uk, and he will conduct an investigation of the matter.​

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What Will Happen Next?

  1. We will acknowledge receipt of your complaint in writing, where necessary asking you to confirm or explain the details, within three (3) working days of receiving it.

  2. We will then investigate your complaint. This will normally involve our complaints partner reviewing your file and speaking to the member(s) of staff who acted for you.

  3. Within ten (10) days of sending you the written acknowledgement our complaints partner will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or a meeting is not possible, our complaints partner may instead offer you a chance to discuss the matter by telephone or email.

  4. Within three (3) days of the meeting, or any telephone conversation we have with you instead of a meeting, our complaints partner will write to you to confirm what took place and any solutions we have agreed with you.

  5. In any case our complaints will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within twenty-one (21) days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.

  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone at our company unconnected with the matter to review the decision.

  7. We will write to you within two (2) days of receiving your request for further review, confirming our final position on your complaint and explaining our reasons. When we do so, in the event we cannot settle your complaint with you, we will inform you that this is the case and inform you of any other relevant matters.

  8. If we have to change any of the timescales mentioned above we will let you know and explain why.

  9. If you are then still not satisfied, you can contact the Legal Ombudsman for UK immigration matters or the College of Immigration and Citizenship Consultants for Canadian immigration matters.

  10. The Legal Ombudsman and the College can help you if we have been unable to resolve your complaint. They will look at your complaint independently and it will not affect how we handle your case. You can make a complaint using this link: https://www.legalombudsman.org.uk/make-a-complaint/ for UK matters or https://college-ic.ca/protecting-the-public/complaints-process/make-a-complaint for Canadian matters.

  11. Before accepting a complaint for investigation, the Legal Ombudsman and the College will check that you have tried to resolve your complaint with us firm. If you have, then you must take your complaint to the Legal Ombudsman:

    • Within 6 months of receiving a final response to your complaint, and

    • No more than 1 year from the date of act or omission you are complaining about; or

    • No more than 1 year from when you should reasonably have known there was cause for complaint.

  12. Legal Ombudsman (UK)

  13. ​College of Immigration and Citizenship Consultants (Canada)

 

The Solicitors Regulation Authority
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.

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Thank you for bringing your concerns to our attention. We will do our best to address any dissatisfaction that you have experienced in using the services of this practice. Our primary objective is to put things right.

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