Complaints Policy

We are committed to providing a high-quality legal service.

We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us. This will help us improve our standards of service.

• If you are unhappy about any aspect of the service you have received, contact Kibria Ashraf, Managing Director on 0203 337 0617, kibria@chasesidesolicitors.co.uk or write to: Chaseside Solicitors, Address: 167-169 Great Portland Street, 5th Floor, London W1W 5PF. If the complaint specifically involves Kibria Ashraf, the matter may need to be raised with the Legal Ombudsman (details below), however, please contact us in the first instance to allow us to attempt to resolve matters.
• We have full responsibility for the supervision of your matter.
• To help us understand your complaint, and in order that we do not miss anything, please tell us:
  • your full name and contact details;
  • what you think we have got wrong;
  • how you would like your complaint to be resolved; and
• If you require any help in making your complaint, then we will try to help you.

• We will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.
• We will investigate your complaint. This will usually involve:
  • reviewing your complaint;
  • reviewing your file(s) and other relevant documents; and
• We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
• We will update you on the progress of your complaint at appropriate times.
• We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. we will be happy to discuss the matter with you by telephone or video conference.
• we will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 28 days of the date of our letter of acknowledgement.

• The Legal Ombudsman can help you if I we unable to resolve your complaint. They will look at your complaint independently and it will not affect how we handle your matter.
• 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, then you must take your complaint to the Legal Ombudsman:
  • within six months of receiving a 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 there was cause for complaint.
• If you would like more information about the Legal Ombudsman, please contact them.

• Visit: www.legalombudsman.org.uk
• Call: 0300 555 0333 between 09:00 to 17.00
• Email: enquiries@legalombudsman.org.uk
• Location: PO Box 6167,  Slough SL1 0EH

• The Solicitors Regulation Authority can help 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 characteristics.
• Visit its website to see how you can raise your concerns with the Solicitors Regulation Authority.

• we will not charge you for handling your complaint.
• Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in Terms of Business.
• The Legal Ombudsman service is free of charge.