Complaints Procedure

Last updated: February 2026

We are committed to providing a high-quality legal service to all our clients. If something goes wrong, we want to know about it so we can put it right.

This procedure explains what to do if you have a complaint, how we will deal with it, and what to do if you are still not satisfied.

1. How to make a complaint

You can make a complaint by:

  • Email: help@ukspousevisasolicitors.co.uk
  • Phone: 01614644140
  • Post: 47 School Lane, Stockport, SK4 5DE

Please include your full name, the matter reference (if you have one), a clear description of your complaint, and what outcome you would like.

2. What happens next

We will acknowledge your complaint within 3 working days of receiving it.

The person handling your complaint will be Muhammad Usman Rasheed or another senior member of the team. They will not have been directly involved in the matter you are complaining about.

We will investigate your complaint by reviewing your file and speaking to the people involved. We will send you a full written response within 28 days of receiving your complaint. If we need more time, we will let you know and explain why.

Our written response will either uphold your complaint (in full or in part) and explain what we will do to put things right, or explain why we do not uphold it.

3. If you are not satisfied

If you remain unhappy after receiving our final response, you have the right to complain to the Legal Ombudsman. The Legal Ombudsman is an independent organisation that investigates complaints about solicitors.

Before contacting the Legal Ombudsman, you must normally first give us the opportunity to resolve your complaint. You should complain to the Legal Ombudsman within:

  • 6 months of receiving our final response to your complaint, and
  • No more than 1 year from the date of the act or omission you are complaining about (or from when you should reasonably have known about it)

Contact details for the Legal Ombudsman:

  • Website: legalombudsman.org.uk
  • Telephone: 0300 555 0333 (Monday to Friday, 8:30am to 5:30pm)
  • Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
  • Email: enquiries@legalombudsman.org.uk

4. Complaints about our professional conduct

If your complaint relates to our professional conduct rather than our service (for example, concerns about dishonesty or a serious breach of our regulatory obligations), you may report this to the Solicitors Regulation Authority (SRA):

  • Website: sra.org.uk/consumers/problems/report-a-solicitor
  • Telephone: 0370 606 2555

Please note the SRA does not handle service complaints — those should go to the Legal Ombudsman.

5. Alternative Dispute Resolution

If we cannot resolve your complaint internally and you do not wish to use the Legal Ombudsman, alternative dispute resolution (ADR) entities exist that are competent to deal with disputes in the legal sector. We can provide further information about these on request.