Complaints Procedure

At Ali and Kensington Limited, we want to give you the best possible service.

However, if at any point you become unhappy or concerned about the service we have provided, please let us know as soon as possible so that we can do our best to resolve the problem.

How to make a complaint

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns. We will do our best to resolve any issues.

If you would like to make a formal complaint, please contact:

You can make your complaint by email, post, telephone or, where appropriate, verbally.

There is no charge for making a complaint.

If you require reasonable adjustments or assistance in making or understanding your complaint, please let us know. We will consider your needs and make reasonable adjustments where appropriate.

If English is not your first language or you have any communication difficulties, please let us know so that we can communicate with you in an appropriate way.

What will happen to your complaint?

We will acknowledge your complaint and investigate it fairly.

We will consider your concerns carefully and review the relevant information relating to your matter.

We will aim to resolve your complaint as quickly as reasonably possible.

We will normally provide our final response within eight weeks of receiving your complaint.

Our final response will explain our findings and, where appropriate, any action we propose to take to resolve the matter.

If we are unable to resolve your complaint within eight weeks, or you remain dissatisfied with our final response, you may be entitled to refer your complaint to the Legal Ombudsman.

Immigration matters

We understand that immigration matters can be particularly important to our clients and may involve significant deadlines.

Making a complaint will not affect how we handle your immigration matter.

However, making a complaint does not extend or suspend any immigration, Home Office, tribunal or court deadline.

If your complaint concerns an urgent deadline or an issue that could affect your immigration position, please tell us immediately.

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 handle 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, you must ordinarily take your complaint to the Legal Ombudsman:

• within six months of receiving our final response to your complaint; and
• no more than one year from the date of the act or omission being complained about; or
• no more than one year from the date when you should reasonably have known that there was cause for complaint.

The Legal Ombudsman may apply its Scheme Rules, including any applicable provisions concerning extensions of time.

For more information, please visit the Legal Ombudsman's website: www.legalombudsman.org.uk

Contacting the Legal Ombudsman

Please check the Legal Ombudsman's website for its current postal address and contact information.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour.

This could be for things such as:

• dishonesty;
• taking or losing your money; or
• treating you unfairly because of your age, a disability or another characteristic.

The SRA does not generally deal with complaints about the quality of service where the Legal Ombudsman is the appropriate body.

You can find information about how to raise your concerns with the SRA on its website: www.sra.org.uk/consumers/problems/report-solicitor/

Our commitment to you

At Ali and Kensington Limited, we take complaints seriously.

We welcome the opportunity to consider your concerns and, where appropriate, put matters right and improve the service we provide.

We will treat you fairly and respectfully throughout the complaints process.