Nur Law Solicitors

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Complaints

At Nur Law Solicitors, we strive to provide the highest standard of service to all our clients. However, if at any stage you are unhappy or concerned about any aspect of the service you have received, we encourage you to let us know immediately so that we can address the issue promptly and fairly.

Our Complaints Procedure

If you are dissatisfied with any part of our service, please write to our Complaints Director:

Mr Faiz Khan
Suite 106, Miller House
47–49 Market Street
Farnworth, Bolton
BL4 7FU

Email: faiz@nurlawsolicitors.co.uk

A copy of our formal complaints procedure is available upon request.

What Will Happen Next?
  1. Acknowledgement:
    We will acknowledge your complaint in writing within 5 working days of receiving it. We may also ask you to clarify or provide further details at this stage.
  2. Recording and Investigation:
    • Your complaint will be recorded in our central register and a complaint file will be opened.
    • We will review your file and discuss the matter with the staff member involved.
    • We will determine the most appropriate way to address your complaint — this may include:
      • A face-to-face meeting with our Complaints Director;
      • A telephone discussion;
      • A detailed written response;
      • A request for additional information from you.
        We aim to complete this investigation and respond within 10 working days from when we begin the investigation.
  3. Follow-Up:
    If we speak with you in person or over the phone, we will confirm the discussion and any proposed resolution in writing within 5 working days.
If You Are Still Dissatisfied

If you remain unhappy after our initial response, you can ask us to review the decision. We will do one of the following:

  • Have the Complaints Director conduct a further review within 5 working days;
  • Arrange for someone unconnected with the original complaint to review it within 10 working days;
  • Request an external review by the local Law Society or another firm within 5 working days, and we will inform you of the expected timescales;
  • Offer independent mediation — we will advise you of how long this will take.

We will inform you of the outcome of this review within 5 working days of its conclusion and provide our final position in writing, along with a clear explanation of our decision.

What to Do If We Cannot Resolve Your Complaint?

If we are unable to resolve your complaint, you may contact the Legal Ombudsman, who can investigate complaints independently. This will not affect how we handle your case.

You must contact the Legal Ombudsman:

  • Within six months of receiving our final response; and
  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from when you should have reasonably known there was cause for complaint.

For more information contact the Legal Ombudsman on

Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.co.uk

What to do if you are unhappy with our behaviour?

The Solicitors Regulation Authority 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.

Their details are as follows:

Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

Telephone:  0370 606 2555

Email: contactcentre@sra.org.uk

Website:  https://www.sra.org.uk/

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