Complaints Handling Procedure

The Stan Lee is committed to high quality professional service and client care. We are a firm of trusted accountants and advisors that deliver premium services to you. We know that you not only concerned about costs, but you may also consider the reputation, standards, promises, ethics and values of your partners in accountancy, taxation, probate and other relevant professional services. We have our promises and core values (details are here: www.thestanlee.com/our-promises-and-values ) to fulfil our commitments.

If you are dissatisfied with our services and want to raise a complaint, we would recommend raising any concerns to us in the first instance that you might have with our member of staff, and we will resolve accordingly. To register a formal complaint to our office, please inform us in writing to Mr. Muhammad Solaiman FCCA and his contact details; Tel: 020 3778 0973 – Mob: 078 1790 1473 – Email: solaiman@thestanlee.com -Post: Level 18 | 40 Bank Street | Canary Wharf | London | E14 5NR). We will acknowledge your complaint within 5 working days and try our best to resolve the issue accordingly. We will issue a written response within 20 working days.  

However, if after receiving our final written response to your complaint you feel we have not resolved your complaint to your satisfaction or we have failed to provide you with a final written response to your complaint within eight weeks of you submitting your complaint, you can have your complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service relating to the provision of legal services by authorised persons such as CILEX Practitioner (ACCA-Probate). 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 can take your complaint to the 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. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

If you would like more information about the Legal Ombudsman, please contact them on: (Website: www.legalombudsman.org.uk – Telephone: 03005550333 between 9am and 5pm – Email: enquiries@legalombudsman.org.uk – Post:  Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Here is the link for Legal Ombudsman decision data. 

You may also choose to make a report to ACCA if you are concerned about our professional behaviour or misconduct of an ACCA Practitioner. Where your complaint relates to the misconduct of a CILEX Practitioner (ACCA-Probate), you can refer your complaint free of charge to CILEx Regulation for them to investigate. Misconduct complaints must be made within 12 months of the act or omission that gave rise to the complaint or within 12 months of the complainant having knowledge of the act or omission that gave rise to the complaint, whichever is the greater.

If your complaint relates to the conduct of a CILEX regulated lawyer, you have the right to complain to CILEx Regulation who may investigate it free of charge. Complaints of this type must be made within 12 months of the event that gave rise to the complaint or within 12 months of you having knowledge of the events, whichever is the greater. The complaint can be made by contacting CILEx Regulation at Room 301, Endeavour House, Wrest Park, Silsoe, Bedford MK45 4HS. Telephone: 01234 845770. Email: info@cilexregulation.org.uk.

Alternative Dispute Resolution bodies such as (ACCA – Address: 1/11 John Adam Street, London, WC2N6AU, United Kingdom – Email:  complaintassessment@accaglobal.com – Website: http://www.accaglobal.com – Phone: 020 7059 5000) exist which are competent to deal with complaints about legal services should you and our firm wish to use such an ADR body. We agree to use ACCA as the ADR body and the complaints should be made within 10 working days and complaints are concluded within the stated timeframe of 90 days.