Complaints Procedure

Our Commitment

At Balaghi & Rose Solicitors Limited, we are committed to delivering high-quality legal services. If something goes wrong, please tell us — your feedback helps us improve.

How to Raise a Complaint

If you wish to raise a concern, please contact Teyba Seyed, our Client Care Officer. If we need to adjust any responsibilities or timelines during the process, we will keep you informed and explain the reasons.

We do not charge for handling a complaint. If you are dissatisfied with our final response, or we have not resolved your complaint within eight weeks, you may ask the Legal Ombudsman to consider it, subject to its eligibility rules and time limits:

Time limits

You should normally refer your complaint to the Legal Ombudsman within one year of the act or omission you are complaining about, or within one year of when you should reasonably have known there was cause for complaint. You must also normally refer it within six months of receiving our final written response. The Legal Ombudsman may extend these time limits where it considers it fair and reasonable to do so.

Our Complaints Process

We will acknowledge your complaint within two working days and may request clarification. If appropriate, we may suggest a meeting.

Your complaint will be recorded in our central register. We will review your file and investigate the issue thoroughly.

If appropriate, we’ll invite you to a meeting with Fariquain Shah within 21 days of receiving your complaint. If a meeting isn’t feasible, we’ll provide a written response outlining our views and any proposed resolution.

Within two days of any meeting, we’ll confirm what was discussed and any agreed next steps. Remedies may include an apology, a fee reduction, or a refund.

If you're still not satisfied, let us know. We will review the decision—usually within 10 days. This review may be conducted by:

• Another person in the firm not involved previously
• The Senior Partner

We'll inform you if additional time is needed.

You will receive a written explanation of our final decision within five days of the review's conclusion.

Contact Details