Complaints Handling Policy

Meresbrook Pollard 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.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage If you would like to make a formal complaint, then you can read our full complaints procedure here. [link to our process] Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority 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 your concerns with the Solicitors Regulation Authority.

What do to 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 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.
  • However, please note that from 1 April 2023 these time limits are changing. From the 1 April 2023 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 realising 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, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9W

* “We are proud to say that we have a 100% success rate since we established for all immigration applications undertaken by our immigration department on initial application where clients followed our advice and were deemed to have even a low prospect of success due to various complexities. Of the very few that were not granted on initial application these were subsequently successful on appeal following our advice”

“Our Immigration department has dealt with complex cases successfully and does not only take on straight- forward cases. we relish complex and difficult cases. Our outstanding 100% success rate is due to the hard work, expertise and diligence of our Immigration Solicitors who ensure they go the extra mile as we believe your success is our success”

Client Testimonials

See what our clients have to say about us.

  • I would like to say a big thank u to shaziya and ziada my case was so complicated but they put in all the effort and my hubby got visa granted in 18 days once again a big thank u ???

    thumb Atiya Shan
    February 28, 2020
  • Meresbrook Pollard Solicitors are a team full of friendly and professional individuals. Highly recommend to everyone, easy to contact and communicate with. Successful Spouse Visa application - Honestly cannot recommend enough. Thank you

    thumb Murtaza Hussain
    March 19, 2021
  • I would highly recommend Meresbrook Pollard Solicitors because they are very qualified and professional with their work and their whole team deserve appreciation and especially Shazia who's work has done wonders in my case. I'm glad that I chose them for my spouse Visa. Highly recommended.

    thumb Dani Shani
    April 1, 2021
  • Absolute fantastic service led by Zahida who was extremely helpful with a lot of patience which was needed for my divorce. 5 star service it’s that simple

    thumb Jason
    November 24, 2020
  • Highly recommended, were always available when I had a query especially with the changing of the rules and closing of the visa centres during the pandemic. My wife was granted her visa within 2 weeks of submission which is a testament to the professionalism and attention to detail of Meresbrook Pollard Solicitors.

    thumb mohsin khan
    December 17, 2020

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