Complaints Policy

Z Legal Solicitors strive to provide the best Customer service to all our clients. Our objective is to provide a high standard and a professional service at all times and to resolve any issues that you may have promptly which is why your feedback is very important to us.

If you are unhappy or concerned about the service provided by the fee earner with conduct of your matter then you can contact our offices, so that we can do our best to resolve the matter.

How to Make a Complaint?

You need to contact the person dealing with your matter in the first instance in order to try and resolve the issue you may have. If, however, you feel that your issues have not been dealt with satisfactorily then you will need to make a formal complaint in writing to the Principal Solicitor and Complaints handling officer:

Mr Zahid Iqbal
52 Lozells Road, Lozells, Birmingham, B19 2TJ
0121 523 2970

Please let us know if you need help in making your complaint or if you feel disadvantaged in any way in making your complaint (eg: you are elderly or English is not your first language; or you have a disability). In order to help us to understand your complaint please note you will need to provide the following information:

  1. Your full name and contact details.
  2. Name of fee earner dealing with your case.
  3. File Reference number (if known)
  4. Details of your complaint.
  5. What you would like to be done to resolve your issues concerns.

What to do if we cannot resolve your complaint

We will do our utmost to resolve your complaint to your satisfaction but we recognise that sometimes it may not be possible. In the event that we are unable to resolve the issues then you will have the option to make a formal complaint to the Legal Ombudsman.
The Legal Ombudsman (LO) can help you if we are unable to resolve your complaint. They will look at your complaint independently and it will not affect how we handle your case.
However, please note that 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 can 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 a complaint.
However, please note that from 1st April 2023, these time limits are changing. From 1 April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realizing there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.

If you would like more information about the Legal Ombudsman, then you can contact them at:
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ