Complaints

CNA Solicitors is dedicated to providing high-quality legal services and exceptional client care. We value feedback and use any lessons learned from complaints to improve our practice and the quality of our services continuously.

Our Commitment to Addressing Concerns

We aim to deliver efficient and effective service. However, if you’re ever unhappy or have concerns about any aspect of our service, please let us know right away so we can do our best to resolve the issue.

At the start of your matter, you’ll receive a client care letter that includes contact information for the lawyer(s) handling your case and their supervisor.

How to Make a Complaint

1. Initial Contact: In the first instance, please discuss your concerns with the lawyer handling your case or their supervisor. We’ll make every effort to address any issues at this early stage.

2. Contact the Client Care Principal: If you’re still dissatisfied after speaking with your lawyer or their supervisor, you can formally submit your complaint to our Client Care Principal, Mr Abdurahman Ali. You can reach him by:

  • Phone: 0207 118 2010
  • Email: ali@cnasolicitors.co.uk
  • Post: CNA Solicitors, Studio 114, Regent Studios, 1 Thane Villas, London N7 7PH

Please be assured that making a complaint will not affect how we handle your case.

Our Approach to Complaints

We treat all complaints seriously and investigate them thoroughly, transparently, and impartially. We’re committed to establishing the facts and addressing any issues fairly.

External Options

If you’ve followed our internal complaints process and are still not satisfied, you can escalate your complaint to:

Time Limits for Contacting the Legal Ombudsman

You must contact the Legal Ombudsman within:

    • Within six months of receiving a final response to your complaint from us; and
    • No more than one year from the date of the issue you’re complaining about; or
    • No more than one year from when you should have reasonably known there was a problem.

  • The Solicitors Regulation Authority (SRA):

    • The SRA handles complaints about professional conduct.
    • For more information, please visit the SRA website.

CNA Solicitors is regulated by the Solicitors Regulation Authority (SRA).

Please note: The Legal Ombudsman deals with complaints about legal services and fees, while the SRA deals with complaints about a solicitor’s professional conduct.

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