Complaints

Complaints

We hope that you are happy with the service we provide. If at any stage, you have concerns or wish to make a complaint please tell your solicitor/caseworker straight away about the nature of your concern. If you do not feel comfortable speaking with your solicitor/caseworker, then you can contact our Principal Solicitor, Mrs. Georgette Thomas. If your solicitor/caseworker cannot promptly resolve your concerns, then it will be dealt with as a formal complaint under our complaints policy. This process involves an investigation of the concerns by Mrs. Thomas or a senior member of our firm. We will then write to you within 4 weeks setting out our final response to the complaint and how you can pursue you concerns further if you do not agree with our proposed resolution / outcome.

 

Making a Complaint

Compass Immigration Law Ltd will always try to provide you an opportunity to tell us of your concerns and will work with you to resolve them.

  • If you are unsatisfied with our service, you may initially want to discuss this with your caseworker to see if the matter can be resolved quickly;
  • If you may wish to make a formal complaint, you can make your complaint either verbally or in writing to Georgette Thomas who is a Principal Solicitor and the primary supervisor responsible for complaints.
  • Thomas can be contacted directly on 01204 531 535,or via email to georgette.thomas@compasslaw.org.uk.

 If you proceed to make a formal complaint, Mrs. Thomas will acknowledge your complaint within 2 weeks of the date your concern is received. Your complaint will be thoroughly investigated. You will receive a written response within 4 weeks of receipt of your complaint.

We will keep details of your complaint in a central register. We will also create a separate section in your case file in order to record details of your concern, our investigation and response.

 

Investigation of your Complaint

Your complaint will be investigated as follows:

  • Within 3 days of receiving the complaint Mrs. Thomas will issue an acknowledgment letter. Thereafter, Mrs. Thomas will investigate your complaint. This will involve speaking to the caseworker concerned to ask for a response to the complaint raised;
  • Thomas will review your file and consider the nature of the complaint and the response provided by the caseworker;
  • You may be invited to attend a meeting to discuss and hopefully resolve the complaint. This will occur within 14 days of sending the initial acknowledgement letter;
  • Within 3 days of the latter meeting, a written response to the complaint detailing the findings of the complaint investigation and suggestions for resolving the matter (if applicable);
  • If you do not want a meeting or it is not possible, Mrs. Thomas will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of issuing the acknowledgement letter;
  • If at this stage, you remain unhappy the matter can either be referred to an approved legal adviser to review the decision or you may wish to raise your concerns with the Legal Ombudsman; and
  • If the former, Mrs. Thomas will write to you within 14 days of receiving the request for a review, confirming the final position on the complaint and explaining the reasons.

 

You may be entitled to complain to the Legal Ombudsman about our service if you remain dissatisfied. The Ombudsman would generally expect you to follow our internal complaints procedure first, however. Complaints to the Ombudsman should normally be made within six months of receiving our final response to your complaint and no more than 6 years from the date of when the problem arose (or if you were not initially aware of the problem, within 3 years of when you should reasonably have known that there was cause for complaint).

You can find further information about the Ombudsman on the website www.legalombudsman.org.uk. You can write to the Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or by email on enquiries@legalombudsman.org.ukor call on 0300 555 0333.

Alternative complaints / dispute resolution bodies do also exist (such as Ombudsman Services, ProMediate and Small Claims Mediation) which are competent to deal with complaints about legal services if we both agree to use such a scheme. If we agree to use such a scheme, we will inform you when notifying you of our final response to your complaint.

Please note that the Legal Ombudsman is there to deal with concerns about the level of service which a client has received. Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct then reports can also be made to the SRA, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously, we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns.