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Complaints Procedure

MAH LEGAL SOLUTIONS aims to provide all clients with the highest standards of service and client care. If you are unhappy with any aspect of our service, we encourage you to tell us so that we can investigate the matter and try to resolve it fairly and promptly.

Quick Summary

  • You may complain verbally or in writing
  • Your complaint will be acknowledged within 5 days
  • A full response will usually be issued within 4 weeks
  • You may complain directly to the IAA at any time

Introduction

MAH LEGAL SOLUTIONS aims to provide all its clients with the highest standards of service and client care. If we fail to provide this to you, you should inform us so that we can try to resolve any problems. This will also help us to improve our service.

Fair consideration We aim to review complaints properly, fairly and within the stated timescales.
Service improvement Your feedback helps us resolve concerns and improve the way we serve clients.

How to Make a Complaint

MAH LEGAL SOLUTIONS will always try to provide you with an opportunity to tell us about your concerns and we will work with you to try to resolve them.

  • If you are not satisfied with any aspect of our service, you may first wish to discuss the matter with Mr Mohammed Hamid to see if it can be resolved quickly.
  • You may make your complaint either verbally or in writing.
  • Complaints should be directed to Mr Mohammed Hamid, who is the Director and Advisor at MAH LEGAL SOLUTIONS.

Complaint Contact Details

  • Mr Mohammed Hamid
  • Phone: 07958486881
  • Email: admin@mahlawchambers.com

Mr Mohammed Hamid is responsible for handling complaints in relation to immigration advice and services provided by MAH LEGAL SOLUTIONS.

What Happens Next

Once your complaint has been received, MAH LEGAL SOLUTIONS will follow the process below:

1

Acknowledgement

Mr Mohammed Hamid will acknowledge your complaint within 5 days of receiving it.

2

Investigation

Your complaint will be investigated in line with the internal procedure set out below.

3

Response

MAH LEGAL SOLUTIONS will provide you with a response within 4 weeks of receipt of your complaint.

4

Delay Notification

If we need to change the timescale for any reason, we will let you know and explain why.

Record keeping MAH LEGAL SOLUTIONS LTD will keep details of your complaint in a central register. A separate file, or a separate section within your case file, will also be used to record the complaint, the investigation and our response.

Investigation Process

Your complaint will be investigated in the following way:

1

Initial Response Request

Mr Mohammed Hamid will ask the MAH LEGAL SOLUTIONS adviser working on your case to provide their response to your complaint.

2

Review of Relevant Material

Mr Mohammed Hamid will consider the adviser’s response, the information provided in the complaint, and any other relevant material, including the contents of your case file.

3

Written Outcome

Mr Mohammed Hamid will prepare a written response which will be sent to you. This will set out the findings of the complaint investigation and any suggestions for resolving the matter.

Professional Indemnity Insurance

If you are considering taking legal action against MAH LEGAL SOLUTIONS, we confirm that we have Professional Indemnity Insurance in place to meet any relevant claims.

Complaining to the Immigration Advice Authority (IAA)

If you are not satisfied with our response to your complaint, or if you do not wish to complain directly to MAH LEGAL SOLUTIONS, you may complain directly to the Immigration Advice Authority (IAA) at any time.

IAA Contact Details

  • Immigration Advice Authority (IAA)
  • PO Box 567
  • Dartford
  • DA1 9XW
  • Email: info@immigrationadviceauthority.gov.uk
  • Website: www.immigrationadviceauthority.gov.uk