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Our Complaints Policy

Our aim is to always provide a high-quality service to all our clients. But if something goes wrong, you can tell us about it.

Your first port of call is with the person dealing with your case. Let them know you are unhappy and why.

If you are unhappy with their response then you may raise a formal complaint under our complaints-handling procedure. In order to do this, please contact Ayesha Nayyar, Complaints Partner by email ayesha.nayyar@nayyarssolicitors.co.uk or by writing to Nayyars Solicitors, 949 Stockport Road, Manchester, M19 3NP. Please provide full details of your complaint.

Our Complaints handling procedure is as follows:  Once you have set out the nature of your concern to our Complaints Partner  we will acknowledge your communication within 7 working days.   We will then provide our full written response, and aim to provide a satisfactorily resolution, within a further 14 working days. We will give you information on how you can appeal this decision.

We will always try to resolve any complaints directly with you to your satisfaction. But if you are not satisfied with our response, you may be eligible to refer the complaint to the Legal Ombudsman provided you do so within 6 months of the end of our internal procedure. Any complaint to the Legal Ombudsman must usually be made within 6 years from the date of the problem which brought about your complaint, or within 3 years of the date you should reasonably have known there was cause for complaint. In addition, only individuals and certain small companies, trusts and charities are eligible to make complains to that office. The Legal Ombudsman will not normally accept a complaint unless we have been given the opportunity to respond first. But you can usually escalate matters to the Legal Ombudsman if:  The complaint has not been resolved to your satisfaction within 8 weeks from the date it was made; or  The Legal Ombudsman considers that there are exceptional reasons to consider the complaint sooner, or, without it having been made to the firm first; or  where the Legal Ombudsman considers that resolution through our internal procedure is not possible due to a breakdown in the relationship between you and the firm. You should also be aware that, when your complaint relates to a bill, the Legal Ombudsman will not consider your complaint while your bill is being assessed by a court.

The Legal Ombudsman’s contact details:  Address: PO Box 6806, Wolverhampton, WV1 9WJ  Telephone: 0300 555 0333  Email: enquiries@legalombudsman.org.uk  Website: www.legalombudsman.org.uk For further information regarding timescales and eligibility, please contact the Legal Ombudsman using the details above.

Nayyars Solicitors is regulated by the SRA and you have the right to complain to the regulator if you have concerns about this firm or any of our staff. While the Legal Ombudsman handles complaints about the services we provide, or our fees for the services, the SRA deals with complaints about conduct. Further information is available on the SRA website www.sra.org.uk