Are You Happy With Our Service?

At Stanworth Law Solicitors, we are committed to providing high-quality legal advice and client care. Your feedback is invaluable to us, and we strive to resolve any concerns you may have quickly and effectively. This page outlines how you can provide feedback or raise a complaint and what you can expect from us.

1. Informal Resolution

If you are unhappy with any aspect of our service, we encourage you to first contact your case handler to discuss your concerns. Many issues can be resolved quickly and informally, ensuring minimal disruption to your ongoing case.

2. Formal Complaint Process

If you would like to make a formal complaint, please contact our Complaints Handler:

Name: Mr. Taymour Akhtar  Postal Address: 39 Trafalgar Street, Burnley, BB11 1RA 

Email: complaints@stanworthlaw.co.uk

Phone: 01282 911 119

How to Submit a Complaint To help us address your concerns effectively, please provide:

•  Your full name and contact details.
• A clear description of your complaint.
• Relevant details, such as case reference numbers or correspondence. 
• The outcome you are seeking.

3. What to Expect

We aim to handle all complaints in a professional, fair and timely manner.

We will acknowledge your complaint within two working days of receipt.

Upon acknowledgement, we will provide you with an anticipated timetable for investigating and resolving your complaint, together with details of the person responsible for handling your complaint.

We will investigate your complaint thoroughly and may contact you for additional information or clarification where necessary.

If our investigation is ongoing, we will keep you informed of progress and notify you promptly of any changes to the anticipated timetable.

We aim to provide a full written response within eight weeks of receiving your complaint and, in many cases, significantly sooner. If we are unable to provide a final response within this timeframe, we will explain the reasons for the delay and provide an updated timeframe for our response.

4. Escalation to the Legal Ombudsman

If you are not satisfied with our final response, or if eight weeks have passed without resolution, you may refer your complaint to the Legal Ombudsman.

Contact Details 

• Website: www.legalombudsman.org.uk 
• Phone: 0300 555 0333 (Minicom: 0300 555 1777) 
• Email: enquiries@legalombudsman.org.uk
• Postal Address: Legal Ombudsman
  PO Box 6167
  Slough
  SL1 0EH

Time Limits The Legal Ombudsman expects complaints to be made:

• Within one year of the date of the issue or the date you became aware of it.
• Within six months of receiving our final response.

5. Conduct-Related Complaints

For complaints about professional conduct, you may contact the Solicitors Regulation Authority (SRA):

Website: www.sra.org.uk/consumers

6. Accessibility and Special Needs

We are committed to making our complaints process accessible to all. If you have any specific requirements, such as large print materials, translation services, or other accommodations, please let us know, and we will do our best to assist you.

7. Confidentiality and Impartiality

We handle all complaints with the utmost professionalism, ensuring confidentiality and impartiality throughout the process. Rest assured, making a complaint will not affect how we handle your case.

8. Request a Copy of Our Complaints Procedure

You can request a detailed copy of our complaints procedure at any time by contacting us at complaints@stanworthlaw.co.uk.

We Value Your Feedback

Your feedback helps us improve our services. If you have any questions about our complaints process, please do not hesitate to get in touch.