Complaints procedure

We are committed to high quality legal advice and client care and aim to offer all our clients an efficient and effective service, and we are confident that we will do so in all cases.  However, if you would like to discuss how the service to you could be improved, the level of your bill, or should there be any aspect of our service with which you are not satisfied, please contact Mr Abid Aslam who is the complaints officer of SMA Solicitors on 0208 951 9956 or by email to abid@smalaw.co.uk or by post to SMA Solicitors, 271D Willesden Lane, Willesden, London, NW2 5JG.  We have a procedure in place which details how we handle complaints, and this will immediately be sent to you.

If you would like to see a copy of our complaints procedure at any other time, please inform us and we will arrange for a copy of our complaints procedure to be sent to you.

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem with us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint.  The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.

Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint.     Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint. However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.  For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk.

If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA).  There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).  For further information about the SRA’s role, please visit: https://www.sra.org.uk/consumers/.

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