Complaints Policy

Our Complaints Policy

IQ Legal Solicitors is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed to Naved Iqbal.

What is a Complaint?

This is where you have expressed your dissatisfaction with level of service you have received from our firm which you allege that you have suffered or may have suffered financial loss, distress, inconvenience or other detriment.

What Will Happen Next?

1. 1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.
2. 2. We will then investigate your complaint. This will normally involve passing your complaint to our principal Naved Iqbal who will review your matter file and speak to the member of staff who acted for you.
3. 3. Naved Iqbal will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. 4. Within three days of the meeting, Mr Iqbal will write to you to confirm what took place and any solutions he has agreed with you.
5. 5. If you do not want a meeting or it is not possible, Mr Iqbal will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. 6. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ or call 0300 555 0333 between 9.00 to 17.00 about your complaint. You can also e-mail them at enquiries@legalombudsman.org.uk

Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.

Solicitors Regulation Authority

You can also contact The Solicitors Regulation Authority who 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 characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.