Complaints Policy

Olive Legal Associates Ltd is committed to providing a high-quality legal service to all our clients. 
Dealing efficiently with any complaints is part of the service. If you feel that our service has fallen below these standards, we want you to raise this matter so that it can be fully investigated and take the appropriate action to satisfactorily resolve your complaint. This will also help us to improve our standards. 

Complaints Procedure:
In the first instance, please raise any concerns with the person responsible for the day-to-day conduct the matter.  Please provide us with full details of your complaint in writing, or if you would prefer, at a meeting. 

We will do all we can to resolve the matter to your satisfaction. If we do not, you may make a compliant to Ms Aumayra Saleem, who is a Solicitor/Director and is also the COLP at the firm. You can write to her at Olive Legal Associates Ltd, 119 Little Horton Lane, Bradford, BD5 0HT or send an email to aumayra@olive-legal.co.uk. 

Ms Saleem will acknowledge your complaint within three working days, and a provide a substantial response within 14 days of receiving the complaint. You may be invited to attend the office if it appears that this may help resolve your concerns. 

Your complaint will be recorded in our database together with the remedial action taken. 
If however, you are not satisfied with the Firms decision, then you have the right to raise your complaint with the Legal Ombudsman, who will review the matter independently. 

The Legal Ombudsman investigates complaints about services issues with lawyers. 

Legal Ombudsman
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. 
If you decide to seek the assistance of the Legal Ombudsman about your complaint, please note that this must be done within 6 months of receiving a final written response from us in regard to your complaint. You must also refer your complaint to the Legal Ombudsman within six months of our final response. 

Legal Ombudsman Contact Details
Legal Ombudsman details are as follows: 
Address: PO Box 6167, Slough, SL1 0EH
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
 If you would like more information about the Legal Ombudsman, please visit www.legalombudsman.org.uk 

What to do if you are unhappy with our behaviour
Reports about our conduct (behaviour), rather than about our service levels, can be made to the Solicitors Regulation Authority (SRA). 
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. See www.sra.org.uk/consumers/problems/report-solicitor.page for more details.
Address: The Cube, 199 Wharfside Street, Birmingham B1 1RN
Phone: 0870 606 2555
Email: report@sra.org.uk