We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the executive who is working on your case to discuss your concerns and we will do our best to resolve any issues at that stage. If you would like to make a formal complaint, then you can read our full complaints procedure below:

Our procedure for complaints is as follows:

  1. If you have a complaint, please contact Mr.Mustafa who is the lead Partner in our firm. You can write to him at 899 Stockport Road, Levenshulme, Manchester, M19 3PG. You can also e-mail him on mustafasolicitor@btconnect.com
  2. We will send you a letter acknowledging your complaint and may ask you to confirm or explain the details.
  3. Within five working days of receiving your complaint we will start to investigate your complaint. This may involve one or more of the following steps:
  • We may ask the executive who acted for you to reply to your complaint within 15 working days and may ask them to provide a written report.
  • We will examine their reply and the information in your file. We may then ask the executive concerned for more information. This will take up to 7 working days from receiving their reply and the file.
  1. We may invite you to meet with the Mr.Mustafa to discuss and hopefully resolve your complaint. We will do this within 7 working days of receiving all the details we need from the executive who acted for you.
  2. If a meeting takes place we will write to you within 3 working days of that meeting to confirm what took place and any solutions we have agreed with you.
  3. If you do not want a meeting or no meeting is necessary we will send you a detailed written reply to your complaint. This will include our suggestions for resolving the matter. This will happen within 7 working days of the completion of our investigation of your complaint.
  4. At that stage, if you are still not satisfied, you can write to us again requesting a review.
  5. We will let you know the result of the review within 14 working days of the date that any review is requested. At the point when our review is concluded we will write to you confirming our final position on your complaint and explaining our reasons. If we have to change any of the time scales above (e.g. in the event of illness or holiday commitments), we will let you know and explain why.

What to do if we cannot resolve your complaint

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ