Complaints Procedure

Haroon Iqbal Law Associates Limited trading as HI Legal

Last Updated: 10 October 2026

1. Our Commitment to Client Care

At HI Legal, the trading name of Haroon Iqbal Law Associates Limited, we are committed to providing a high standard of professional legal services and client care.

We aim to deal with every matter efficiently, professionally and transparently. However, we recognise that there may be occasions when a client is dissatisfied with the service received.

We take complaints seriously and welcome the opportunity to investigate concerns, resolve problems and improve our services.

This Complaints Procedure explains how you can raise a complaint, how we will deal with it and the options available if you remain dissatisfied.

Making a complaint will not affect how we handle your legal matter, and we will not charge you for investigating or responding to your complaint.

2. Who We Are

Legal Entity: Haroon Iqbal Law Associates Limited

Trading Name: HI Legal

Regulatory Authority: Solicitors Regulation Authority (SRA)

SRA Number: 8013081

Office Address: 4 Risca Road, Newport, NP20 4JW, Wales, United Kingdom

Telephone: +44 1633 380463

Email: info@hi-legal.co.uk

Website: https://hi-legal.co.uk/

Haroon Iqbal Law Associates Limited trading as HI Legal is authorised and regulated by the Solicitors Regulation Authority.

3. What Can You Complain About?

You may raise a complaint if you are dissatisfied with any aspect of the legal services we have provided.

This may include concerns about:

• The quality of legal advice or representation.

• Delays in progressing your matter.

• Communication or lack of updates.

• The way your matter has been handled.

• Legal fees, invoices or costs information.

• The conduct or behaviour of members of our team.

• Failure to follow agreed instructions.

• Other aspects of our professional service.

We will consider complaints fairly and in accordance with our professional obligations.

4. How to Make a Complaint

If you are dissatisfied with our service, we encourage you to raise the issue as soon as possible.

You may initially discuss your concerns with the person handling your matter. In many cases, an issue can be resolved quickly through an explanation or corrective action.

If you would prefer to make a formal complaint, you can contact us by email, telephone or post.

Email: info@hi-legal.co.uk

Telephone: +44 1633 380463

Postal Address:

HI Legal
4 Risca Road
Newport
NP20 4JW
Wales, United Kingdom

Please mark written correspondence “Formal Complaint” so that it can be identified and directed appropriately.

5. Information to Include in Your Complaint

To help us investigate your complaint, please provide as much relevant information as possible.

This may include:

• Your full name and contact details.

• Your client or matter reference number, if available.

• The name of the person handling your matter.

• A clear explanation of your concerns.

• Relevant dates and correspondence.

• Any supporting documents.

• The outcome you would like us to consider.

You do not need to use a particular form or legal terminology to make a complaint.

If you require assistance making a complaint, please contact us so that we can discuss appropriate arrangements.

6. How We Handle Complaints

We aim to handle complaints promptly, fairly and transparently.

Our complaints-handling process is outlined below.

Step 1: Acknowledgement

We aim to acknowledge receipt of your complaint within three working days.

Our acknowledgement will explain the next steps and, where appropriate, identify the person responsible for reviewing your concerns.

Step 2: Investigation

Your complaint will be reviewed by an appropriate person within the firm.

The investigation may involve:

• Reviewing your client file.

• Examining relevant correspondence.

• Considering the instructions provided.

• Discussing the matter with the individuals involved.

• Reviewing applicable fees or invoices.

• Requesting further information from you where necessary.

We aim to ensure that complaints are considered objectively and fairly.

Where practicable, a complaint will be reviewed by someone who was not directly responsible for the matter complained about.

Step 3: Response

Following the investigation, we will provide a written response explaining our findings and any proposed resolution.

Depending on the circumstances, possible outcomes may include:

• Providing an explanation or clarification.

• Correcting an error.

• Taking appropriate action to address a service issue.

• Reviewing fees or invoices.

• Offering an apology.

• Taking steps to prevent similar issues arising.

Any remedy will depend on the circumstances and the outcome of the investigation.

Step 4: Further Review

If you remain dissatisfied with our response, please let us know.

We will consider whether any further internal review is appropriate and explain our final position.

Our final response will provide information about your right to contact the Legal Ombudsman, where applicable.

7. Timescales for Handling Complaints

We aim to resolve complaints as quickly as reasonably possible.

Our intended timescales are:

• Acknowledgement: Within three working days.

• Investigation: As promptly as the nature and complexity of the complaint reasonably allow.

• Final response: Within eight weeks of receiving your complaint.

Some complaints may require additional investigation or information.

If we anticipate a delay, we will aim to keep you informed.

If we have not resolved your complaint within eight weeks, you may be entitled to refer it to the Legal Ombudsman without waiting for a final response.

8. Complaints About Legal Fees

If your complaint concerns our fees, invoices or charging arrangements, please contact us using the details above.

We will review the relevant costs information, engagement documents and work undertaken.

We aim to explain how charges have been calculated and consider any concerns about the fees applied.

You may also have a right to apply to the court for an assessment of a solicitor’s bill under the Solicitors Act 1974, subject to the applicable requirements and time limits.

The Legal Ombudsman may also consider eligible complaints about legal costs.

If you apply to the court for an assessment of your bill, the Legal Ombudsman may be unable to consider a complaint about the same bill.

For further information about our fees, please visit our Pricing Information page.

9. Complaining to the Legal Ombudsman

If you are dissatisfied with our final response, or if your complaint has not been resolved within eight weeks, you may be eligible to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman is an independent organisation that investigates eligible complaints about legal services.

Legal Ombudsman Contact Details

Website: https://www.legalombudsman.org.uk/

Email: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

Postal Address:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Time Limits for Complaining to the Legal Ombudsman

Generally, you must refer your complaint to the Legal Ombudsman:

• Within six months of receiving our final written response, provided that response meets the Legal Ombudsman’s requirements.

• Within one year of the act or omission you are complaining about; or

• Within one year of when you should reasonably have known there was cause for complaint.

The Legal Ombudsman may extend certain time limits where it considers this fair and reasonable.

Its jurisdiction and eligibility rules determine whether it can investigate a particular complaint.

We recommend checking the latest guidance on the Legal Ombudsman’s official website.

10. Complaining to the Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) regulates solicitors and authorised law firms in England and Wales.

The SRA considers concerns about professional conduct and regulatory compliance.

Examples of matters that may be appropriate to report to the SRA include:

• Dishonesty or fraud.

• Misuse of client money.

• Serious breaches of professional rules.

• Unlawful discrimination.

• Other serious regulatory concerns.

The SRA does not generally resolve individual complaints about poor service or award compensation in the same way as the Legal Ombudsman.

You may report regulatory concerns to the SRA without first completing our internal complaints process.

Solicitors Regulation Authority Contact Details

Website: https://www.sra.org.uk/

Telephone: 0370 606 2555

Further information about reporting concerns is available through the SRA’s official website.

11. Confidentiality and Fair Treatment

We will handle complaints sensitively and in accordance with our professional obligations.

Information provided during a complaint will be shared only where appropriate for investigating and responding to the concerns raised, or where disclosure is otherwise required or permitted by law.

We will not treat you unfairly because you have made a complaint.

We aim to ensure that clients can raise concerns without unnecessary barriers.

12. Accessibility and Additional Support

We recognise that some clients may require assistance making a complaint.

If you have a disability, communication difficulty or other accessibility requirement, please let us know.

We will consider reasonable adjustments to help you access our complaints procedure.

Where appropriate, this may include alternative communication methods or assistance with understanding the complaints process.

For further information, please see our Accessibility Statement.

13. Using Complaints to Improve Our Services

We recognise that complaints can provide valuable feedback about the quality of our services.

Where appropriate, we may use information obtained through complaints to:

• Identify areas requiring improvement.

• Review internal procedures.

• Improve communication and client care.

• Provide additional training or guidance.

• Reduce the likelihood of similar issues arising.

We aim to maintain a professional and responsive approach to resolving client concerns.

14. Changes to This Complaints Procedure

We may update this Complaints Procedure to reflect changes in our internal processes, professional obligations or applicable regulatory requirements.

The latest version will be published on our website.

We encourage clients to contact us if they require clarification about any part of the procedure.

15. Contact Us About a Complaint

If you wish to make a complaint or require information about our complaints-handling arrangements, please contact:

Haroon Iqbal Law Associates Limited trading as HI Legal

Office Address: 4 Risca Road, Newport, NP20 4JW, Wales, United Kingdom

Telephone: +44 1633 380463

Email: info@hi-legal.co.uk

Website: https://hi-legal.co.uk/

Authorised and regulated by the Solicitors Regulation Authority

SRA Number: 8013081

Last Updated: 10 October 2026