1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

2. We will record your complaint in our central register and open a file for your complaint. We will then investigate your matter file and discuss your complaint with the Lawyer/Fee earner who acted for you.

3. Where appropriate Sanjeev Verma or Milton Andreou (“AK Law”) may invite you to a meeting to discuss and hopefully resolve your complaint. This will take place within 14 days of sending you the acknowledgement letter.

4. Within seven days of the meeting, AK Law will write to you to confirm what took place and any possible solutions agreed with you.

5. If you do not want a meeting or it is not possible, AK Law will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. However, if the complaint is of a more complex nature, we may require some more time for a complete response.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.

7. If we have to change any of the timescales above, we will let you know and explain why.

8. If you do not respond to any correspondence we send you within 2 months, than that correspondence will stand as our final written response to your complaint.

9. If you are still not satisfied, after the above procedure has been followed, you can refer your complaint to the Legal Ombudsman: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Please note

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint and within one year from the date of the act or omission giving rise to the complaint. For any further information, you should contact the Legal Ombudsman on 0300 555 0333 or at send an email to enquiries@legalombudsman.org.uk

The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time (which can be accessed at: https://www.legalombudsman.org.uk/informationcentre/corporate-publications/scheme-rules).

Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our Complaints Handling Procedure.

If you wish to make a complaint to the Legal Ombudsman you must be one of the following:

• An individual;

• A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003 (broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million);

• A charity with an annual income less than £1 million;

• A club, association or society with an annual income less than £1 million;

• A trustee of a trust with a net asset value less than £1 million; or

• A personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.

If you are not, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts.

Alternative complaints bodies, such as ProMediate UK Ltd (www.promediate.co.uk) exist and are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme. We do not usually agree to use mediation schemes as we believe the Legal Ombudsman is better equipped to resolve complaints against legal firms.

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint and within one year from the date of the act or omission giving rise to the complaint. For any further information, you should contact the Legal Ombudsman on 0300 555 0333 or at send an email to enquiries@legalombudsman.org.uk The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time (which can be accessed at: https://www.legalombudsman.org.uk/informationcentre/corporate-publications/scheme-rules). Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our Complaints Handling Procedure.

If you wish to make a complaint to the Legal Ombudsman you must be one of the following:

• An individual;

• A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003 (broadly, an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million);

• A charity with an annual income less than £1 million;

• A club, association or society with an annual income less than £1 million;

• A trustee of a trust with a net asset value less than £1 million; or

• A personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.

If you are not, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts. Alternative complaints bodies, such as ProMediate UK Ltd (www.promediate.co.uk) exist and are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme. We do not usually agree to use mediation schemes as we believe the Legal Ombudsman is better equipped to resolve complaints against legal firms.