Complaints Procedure

Last updated: October 2026

If you are dissatisfied with any aspect of my service, including my charges, please raise your concerns with me in the first instance. This procedure explains how to make a complaint, what will happen next and your right to refer your complaint to the Legal Ombudsman or to raise concerns with the Solicitors Regulation Authority (SRA).

1. How to make a complaint

You can make a complaint:

• by email to samira_haider@yahoo.com;
• by telephone on 07400 784253; or
• in writing to Centurion House, Staines Upon Thames, Surrey, TW18 4AX (view on Google Maps, opens in a new tab).

It helps if you can tell me what went wrong, when it happened and what you would like me to do to put things right.

Making a complaint will not affect how I deal with your matter. There is no charge for dealing with your complaint.

2. What happens next

1. I will acknowledge your complaint in writing within 3 working days of receiving it.
2. I will review your complaint and the relevant file and may contact you to discuss it or to ask for further information.
3. I will send you a full written response within 14 days of acknowledging your complaint, setting out my findings and any proposals to resolve it. If I need more time, I will tell you why and when you can expect my response.

In any event, I will send you my final written response within eight weeks of receiving your complaint. My final response will explain your right to refer your complaint to the Legal Ombudsman.

3. Complaints about my bill

If your complaint is about my bill, you may also have the right to object to it by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. If you do so, the Legal Ombudsman may not be able to consider a complaint about the bill.

4. The Legal Ombudsman

If you are not satisfied with my final response, or if I have not resolved your complaint within eight weeks of receiving it, you may be able to ask the Legal Ombudsman to look into it. The Legal Ombudsman is independent and its service is free.

You must normally refer your complaint to the Legal Ombudsman:

• within six months of the date of my final written response; and
• no more than one year from the date of the act or omission you are complaining about, or no more than one year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman can generally deal with complaints from individuals and from some small businesses, charities, clubs and trusts. Its website explains who can complain and the time limits in full.

5. The Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) regulates solicitors in England and Wales. You may also have the right to raise concerns directly with the SRA where the matter concerns professional conduct or regulatory issues (for example dishonesty, misuse of client money or other serious breaches of the SRA’s rules).

The SRA does not deal with complaints about the quality of service or about bills. Those should be raised with me first and then, if necessary, with the Legal Ombudsman.