Zain Legal & Co

Complaints Procedure


  1. Introduction

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.

  1. Making a complaint

We aim to handle complaints quickly, effectively, and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence.

  1. How you can make a complaint

You can complain by sending an email to us at [[email protected]], or you can send a written complaint by post to [Grosvenor House,11 St.Pauls Square, Birmingham.] [Alternatively, you can telephone us on [0121 817 0033] but please be aware we may, where appropriate, ask you to provide further details in writing.]

  1. How we handle complaints

A [Complaints Manager] will initially review the complaint. We will acknowledge a complaint within [5] working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within [28] working days unless we agree on a different time scale with you.

  1. Time limits

You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had a good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

  1. [If you are dissatisfied with the outcome

At this stage, if you are still not satisfied, you should contact us again and we will arrange for a [Director] who has not had any dealings with your matter to review the initial decision. We will write to you within [28] days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.]

  1. If you are still dissatisfied at this stage

You can refer this matter to [an appropriate mediation service] who are a certified Alternative Dispute Resolution (ADR) provider. [We are prepared to submit to an ADR procedure operated by that provider.]



A list of certified providers has been maintained on the CSTI (Trading Standards) website and can be found here

If you are a member of a professional body or association you will, in all likelihood, be obliged to submit to them if your client so desires.)





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