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Alcyone Law

Legal

Complaints Procedure

Grey Forge Solicitors is committed to resolving all concerns fairly, promptly and with the care expected of a regulated immigration practice.

What is a complaint?

Grey Forge Solicitors defines a complaint as any reasonable expression of client dissatisfaction or grievance. Complaints may be made in writing, electronically or verbally. Any complaint received will be identified and recorded, regardless of how it is expressed.

All complaints received by the firm will be:

  • recorded in a central complaints file
  • acknowledged, with confirmation of when you will receive a substantive response (normally within two weeks of the date the complaint was first received)
  • reviewed to identify options for redress and to correct any underlying issues or unsatisfactory procedures
  • handled fairly, promptly and professionally

How to raise a concern

You may raise a concern at any time by contacting the solicitor responsible for your matter. If you prefer, you may contact the firm directly at:

We will acknowledge your concern within three working days and aim to resolve it informally wherever possible.

Formal complaint

If you wish to make a formal complaint, please set out:

  • what has happened
  • why you are dissatisfied
  • what outcome you are seeking

As a sole practitioner, Mohammed Amin has overall responsibility for complaints. Once a complaint is received, it will be brought to his attention to:

  • identify the cause of the complaint and the reason for the grievance
  • discuss the matter with any relevant caseworker (if applicable)
  • obtain a detailed written version of the complaint if not already provided
  • determine whether the complaint has merit
  • decide what action is required to prevent the issue arising again
  • decide what action is required to satisfy the complainant

A substantive written response will normally be provided within two weeks. If more time is required due to the complexity of the matter, you will be informed and given a revised timeframe.

If you remain dissatisfied

If you are not satisfied with our handling of your complaint, you may refer the matter to the Legal Ombudsman (LeO). The Legal Ombudsman considers complaints about service once you have given us the opportunity to resolve the issue.

Legal Ombudsman contact details:

Website: legalombudsman.org.uk

Time limits

The Legal Ombudsman will normally expect you to bring your complaint to them within:

  • one year of the act or omission you are complaining about, or
  • one year from when you should reasonably have known there was a problem

You must also refer your complaint to the Legal Ombudsman within six months of receiving our final written response.

Regulatory matters

If your concern relates to professional conduct rather than service, you may raise the issue with the Solicitors Regulation Authority (SRA). The SRA deals with matters such as dishonesty, discrimination or breaches of professional rules.

SRA contact details: www.sra.org.uk/consumers/problems. Our SRA number is 8014879.

Annual review

The central record of complaints is reviewed annually to identify any trends. Any issues identified will be addressed and improvements implemented to prevent recurrence.

Grey Forge Solicitors is committed to resolving all concerns fairly, promptly and with the level of care expected of a regulated sole-practitioner immigration practice.