CNA Solicitors is committed to providing you with high-quality legal services and client care without exception. We document and share lessons learnt from complaints with our staff to improve our practice and the quality of our legal services.
As an organisation, we aim to offer efficient and effective 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.
At the outset of your matter, we will inform you in our client care letter of the lawyer(s) working on your case, as well as their supervisor.
In the first instance, it may be helpful to contact the lawyer or the lawyers’ supervisor working on your case to discuss your concerns, and we will do our best to resolve any issues at this stage.
If the lawyer/supervisor dealing with your case is unable to resolve your concern, and you remain dissatisfied with any aspect of the service offered. In that case, you can make a complaint directly to our Managing Partner, Mr Abdurahman Ali, on 0207 118 2010 or by email at email@example.com or by post to our office address.
Making a complaint will not affect the way or how we handle your case. We expect each complaint to be given due consideration and dealt with on an individual basis so that it is investigated thoroughly, transparently, and impartially. Thus, individuals delegated with the responsibility must establish the facts about what happened in a systematic and uncompromising manner.
As a matter of professional practice, we specifically draw to your attention to the following rights:
- That you have a right to complain if you are dissatisfied with our service.
- that this could include a complaint about the firm’s bill.
- that there may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and,
- that if all or part of a bill remains unpaid the firm may be entitled to charge interest.
What do to if we cannot resolve your complaint?
Although CNA Solicitors prefers that persons who use our legal service contact our complaints manager to resolve complaints, all complainants have the right to refer their complaint to the Legal Ombudsman if they feel to do so or are unhappy with the outcome of the investigation. The Legal Ombudsman 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 attempted to resolve your complaint with this firm but remain dissatisfied, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint; and
- 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 on.
PO Box 6806,
Call: 0300 555 0333 between 9am to 5pm.
Conduct and misbehaviour
The Solicitors Regulation Authority (SRA) 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 such concerns with the SRA here.
A copy of our complaint’s procedure is available on request.