Complaints Procedure

We want to give you the best possible 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.

If you have a complaint, please contact Mohammad Amer Zaman, our Director. They can be contacted by email (a.zaman@cranbrooklegal.com), or at the address below:

The Cursitor,

38 Chancery Lane,

London,

WC2A 1EN

Upon receiving your complaint, we will acknowledge it within three working days, informing you of the handler and the expected response time. We may seek further details or discuss the complaint in a meeting. Your complaint will be logged, investigated by reviewing relevant documents and possibly requiring further input from involved staff.

A detailed written response, including resolution suggestions, will follow. We aim to do this within five days of our acknowledgment or any additional information you provide. Complex cases might extend this timeline. Post-meeting, we’ll confirm discussions and agreed solutions. If unresolved, a review of our decision will be proposed, aiming for resolution within 14 days, followed by our final stance.

Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint:

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They 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, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving our final response to your complaint
    and
  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

For more information about the Legal Ombudsman contact:

www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

What to do if you are unhappy with our behaviour:

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

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