Our Complaints Handling Procedures

Introduction

At Gulbenkian Andonian, we are committed to providing a high-quality legal service to all our clients. Providing our clients with good service is important to us. Continuously improving the service we provide, including by learning from our mistakes, is also our aim. If despite our best efforts something goes wrong and you are dissatisfied with any aspect of the advice or service we have provided, or any fees we have billed, we invite you to tell us so that we may try and resolve the matter fairly, effectively and as promptly as circumstances allow.

Clients may use the procedure described below to raise a concern about our advice or service and/or an issue relating to our fees or an invoice we have delivered.

Overview of our complaints handling process

  1. Concerns should be raised with and directed to, the relevant supervising partner in the first instance. He or she will acknowledge receipt of the complaint, investigate your concerns, and provide a written response. They will be able to resolve most matters quickly and effectively.
  2. We will record your complaint in our central register and will investigate your complaint by reviewing the relevant file and the issues you raise. The member of staff who acted for you may be required to provide further details.
  3. Within seven days of receiving your complaint, we will send you a letter acknowledging receipt. We will provide details of who will be dealing with your complaint, and when you can expect to have a response. It may be necessary at this stage to ask you for more information, or to invite you to meet with us to discuss your complaint. You are under no obligation to attend a meeting, however. If you would prefer not to do so, they will write to you instead. If a meeting does take place, after the meeting the practice area leader will write to you confirming what was discussed and agreed during the meeting.
  4. We will then provide you with a detailed written response to your complaint, this may include our suggestions for resolving the matter. We will aim to do this within fourteen days of acknowledging your letter. If your complaint is very detailed, or your matter has been very complex, it may take us longer to complete a review and to respond to you, but we will keep you advised if this is the case. Once again, it may be necessary to ask you to come in and meet with us in order to discuss your complaint before we are able to respond fully.
  5. If you are not satisfied with the practice area leader’s decision, please contact the Complaints Partner to let him know that you remain dissatisfied and to explain why you are unhappy. He will in writing acknowledge receipt of your request for a review of the practice area leader’s decision. He will then review how the practice area handled the complaint and the practice area leader’s decision in such manner as he considers is appropriate. When he has done that, he will write to you setting out the firm’s final position with regard to the complaint. In his final response letter, he will tell you about the Legal Ombudsman Scheme and how and within what time period you should contact the Legal Ombudsman should you wish to do so.
  6. How we handle a complaint and the length of time it takes us to investigate it and respond to it will depend upon a number of factors, some of which might be outside our control. They include the size and complexity of the matter; the nature and circumstances of the complaint; the quantity of documentation to be reviewed; the time that has elapsed since the matter complained about occurred; whether an archived file needs to be retrieved from storage offsite; and the availability of the partner and fee earners who have or had conduct of the matter.
  7. The Legal Ombudsman Scheme gives us 8 weeks in which to issue a final written response to a complaint. Subject to the above-mentioned considerations, we will try to complete the complaints handling process within that 8-week period. If exceptionally and because of circumstances outside our control more time is needed, we will tell you and indicate how long we believe we might need to investigate and respond to your concerns properly.

Legal Ombudsman Scheme

If having exhausted our own internal complaints handling procedure as described above you are still not satisfied with our final written response to your complaint, or with the manner in which we handled the complaint, you may ask the Legal Ombudsman to consider the matter. 

Information about who may submit a complaint to the Legal Ombudsman, the types of complaint which fall within his remit, the timescales within which a complaint must be submitted to him, and the procedures he will use if he accepts a complaint that is submitted to him is published on the Legal Ombudsman’s website (www.legalombudsman.org.uk). 

Normally a complaint must be notified to the Legal Ombudsman within 6 months of you receiving a final written response from us about the complaint, or within 6 years of the date of the act or omission complained about (or if outside of this period, within 3 years of when you should reasonably have been aware of it). 

The Legal Ombudsman has, however, a degree of discretion about the complaints he accepts and as to when and how they must be notified to him. Normally he will expect a client to (1) exhaust the firm’s own complaints handling procedure before submitting a complaint to him, provided the firm provides a substantive response within 8 weeks of receiving the complaint; and (2) submit the complaint to him within 6 months of the client receiving a final written response from the firm about the complaint. 

The Legal Ombudsman can be contacted by post (Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ), by email (enquiries@legalombudsman.org.uk) or by telephone (0300 555 0333).

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Gulbenkian Andonian Solicitors is authorised and regulated by the Solicitors’ Regulation Authority (SRA). Complaints (such as reporting someone’s behaviour) may also be made directly to the SRA. See www.sra.org.uk/consumers/problems/report-solicitor.page for more details.

What People Say About Our Firm

Extremely professional, experienced and friendly team of solicitors. Highly recommend. Thanks to all especially Dave, Fadi and Jahed :)
Sorath Abid
Sorath Abid
05:57 25 Feb 20
No words can descirbe the professionalism and kindness of all the team members at Gulbenkian Andonian. Thanks to all especially Caroline, Fadi, Henry and Dave. You are the Best : )
Ali Khan
Ali Khan
22:57 21 Feb 20
Very good One of the best firms in England. I can't thank them enough for what they have done for me and my family! I was about to lose my British citizenship and they have managed to stop that.We went to court and we won!That you very much
lulzim culaj
lulzim culaj
12:55 12 Feb 20
Gulbenkian Andonian were very transparent, knowledgeable, efficient, and friendly in handling my case. Positive results were achieved in an unexpectedly short time every time I consulted and used their service. I am glad to have met and utilised their help for taking care of my case, it certainly was quicker and less stressful using Gulbenkian Solicitors.A special and big thank you to Mr. Farhat who handled my case and helped me so much throughout my immigration journey.
Danny Tahesh
Danny Tahesh
09:30 10 Jan 20
An exclusive and amazing moment of truth from Gulbenkian Solicitors who have outstandingly and amicably strived, represented and rescued my wife from the wrath of eviction by the Home Office from UK after 18 years of overstay faltering. My spouse’s case had been declined by The High Court Tribunal on about 3 occasions with no room for appeal. Amazingly Gulbenkian Solicitors exceptionally teamed up and eloquently provided excellent customer service through a high degree of articulation, diligence and professionalism that has seen 1st Tier-Tribunal Immigration Judge granting my wife right of leave to remain in the UK. I highly recommend anyone with similar complex immigration situation and seeking legal status to use Gulbenkian Solicitors. Beyond no reasonable doubt, my wife’s situation was awfully difficult, but rest-assured a positive and unexpected solution has been successfully achieved.
EK Chitsa
EK Chitsa
22:39 08 Jan 20
My family and I will be eternally grateful to you for the opportunities you have allowed us to pursue by your assistance in the immigration process. All of your hard work is invaluable to us. Thank you for your professionalism and continued support. I really appreciate everything. It was a long journey, a long battle... I still remember when I met Mr dave in 2013 and explain to him about my immigration problem, he taught me to be patient and time will be the fruits of my patience. My son is now 7 years old and with the support of Mr dave and Mr danny this impossible dream has been possible. Mr danny has been very supportive thought the whole process of my application, he has been very positive and always lift me up when I had doubt about any other issues. Mr danny has been the gem of this wonderful journey. We'll now what can I say about Mr dave, he has been my mentor, a father figure,my angel guardian, he has guided me and advice me thought out my difficult phrase in life. I was living in fear, I let go opportunities in my work, but now all those fear has gone, I was feeling like a bird who live in a cage that flying was a desease. Now I look forward to application for my son british passport and I will continue to recommend other people who has difficulty in their immigration matter to seek help to Mr dave. As for me they are one of the best around and will aways be the best. They can make impossible dream come true. Thank u so much Mr dave and Mr danny.RegardRobin and family.
robin fitness plan
robin fitness plan
22:12 27 Dec 19
They were the catalyst to free me (19years of slave). Would like to give lots of prayers and thanks to Jahed Morad for his sincerity to bring these shackles off, so that I can finally begin my PhD in the faculty of Neuroscience. Lots of love to all.YNWA Liverpool to win premier league this year. Jahed’s favorite team. This law firm to win best firm of the year.
ZiZOu Khan
ZiZOu Khan
22:53 01 Dec 19
Gulbenkian Andonian have helped us so much with my husbands case and could not thank them enough. Especially Mr Farhat, our solicitor. Also Caroline, the receptionist, who is very polite and understanding. I would highly recommend them and if I could give them 10 stars, I wouldn't hesitate. Thank you very much for everything.
Erseleda Asllani
Erseleda Asllani
12:15 07 Nov 19
Excellent team and service. The support from the team from Caroline at the reception to the individual team members is excellent. Mr Fadi, Henry and David have beem magnificent.. I have no hesitations to recommend them.Thank you for everything.
Kannon Nathan
Kannon Nathan
12:42 03 Nov 19
I have finally got my British Passport. I remember the first day I came to the office in the old building and All looked lost.Thanks to everyone at the firm for all the effort and dedication you put in. May God Bless you All and If i know anyone with an immigration problem, theirs only one place.
ivan bunjako
ivan bunjako
18:42 02 Oct 19
Couldn’t be more satisfied of the whole process! We won a very difficult immigration case thank to the firm’s expertise and professionalism.. Definitely recommended. Thank you team ❤️
V S
V S
17:09 09 Sep 19
They are very friendly ,caring always ready to help it's not all about money.They try to put you at the right place,They fight for you until they get what they want for you.Best solicitors I have ever met.They are very honest and reliable.100%.
Sharon Johnson
Sharon Johnson
00:14 23 Aug 19
They are very friendly ,caring always ready to help it's not all about money.They try to put you at the right place,They fight for you until they get what they want for you.Best solicitors I have ever met.They are very honest and reliable.100%.
Sharon Johnson
Sharon Johnson
00:14 23 Aug 19
Excellent service. I strongly recommend Gulbenkian Andonian Solicitors. The team are highly professional and efficient. I have returned to the firm after they successfully solved an immigration issue and will return again in the future. Special thanks to Mr Jahed Morad for his work on both our applications.
S Osman
S Osman
15:31 19 Aug 19
Dave and Henry have become my personal heroes of immigration appeal matters! Dave earned my trust from the first meeting as an honest, balanced and reliable person who can fix my broken case. Henry who has further dealt with my case is extremely knowledgeable, committed and just a warm person to work with throughout such a rocky and emotional matter. We have eventually won the case in the court due to their patient and intricate work. I have been blessed to work with both of the two gentlemen and wish Gulbenkian Andonian to continue this great mission in defending the real stories of the people brushed aside by the bureaucratic box-ticking exercise. Bonne chance!
Kamila S
Kamila S
07:21 13 Aug 19
Classy and professional in their application. A team whose sum of parts truly make up the whole. Very knowledgeable and very well run. Fadi, you are a gem. Thank you.
Samuel Taylor
Samuel Taylor
16:29 09 Aug 19
I want to say a few words about Gulbenkian Andonian Solicitors. I have gone through several immigration lawyers and law firms in England for different issues, but the most defining issue of my life was handed to Gulbenkian Andonian Solicitors, and I can easily say, it was the best choice I made in my life and the most I am proud of. The team at Gulbenkian Andonian Solicitors , starting from the receptionists to the solicitors to the partners , treated me like family with the utmost professionalism. They are the most intelligent, open minded, experienced and stubborn (in the best way possible) professionals I have seen. Always one-step ahead, planning for all eventualities and always optimistic which I felt was very helpful, last and definitely not least, they are realists, they will not promise you things not achievable. I write this because I witnessed this first hand, I saw how they dealt with my case, a case that no other law firm would look at and which many of my family members and friends had very little hope of achieving. They defied the odds and they got what I hoped and prayed to achieve. They stood by me in ways I never imagined, every single advice they gave me was spot on, every step they took was studied and calculated, they never kept me in the dark and they were always supportive. A special shout out to my heroes, Dave Vasoodaven and Hayk Sayadyan. they told me from day one, they were here to help and indeed they did. Hayk, fought this case like his life depended on it and i can not thank him enough, i will never forget when i got emails from him at 2am and 3am, this is dedication on another level. Dave managed the process very professionally and i am so proud and happy i took all the advice he gave me.Thank you so much for what you did for me. I can go on and on but I will end it here. Who ever has you on his side is blessed. Keep up the good and hard work, Thank you ☺
Ali Ibrahim
Ali Ibrahim
18:57 01 Aug 19
This is very exciting moment to give a excellent review where i have received the service and it will defiantly memorable for rest of my life.firstly, i do apologies to Dave and Jahed Murad, becoz its bit late to write this review as i was busy with my personal life and went back to my country.I received my visa under the 7 years uk born child family and private life Application. i receive the visa in first time application with in 8 months, becoz, my case worker fellow Mr. Jahed Morad prepare the whole application with cover letter under the law and rules regulations that home office honoured us leave to remain in Uk. Jahed was fantastic, friendly, very straight and truly honest speaker and hard worker regarding my application.Dave Vasoodaven, is the most kind person i saw in law industry so far in my life. firstly i met with him and i told my whole immigration history to him and he was sympathy-zed and showed his kindness and humanity to take my case and referred to Jahed Morad. Many thanks to everyone.
md rahman
md rahman
11:09 04 Jul 19
I strongly advice Gulbenikan Andonian as a company, and Mr. Henry & Mr. David individually. I have been struggling for three years with home office & with my previous law firm till I find Gulbenikan Andonian. From the first they I went to talk about my issue, they have assured me that the application they will make will be successful. They are very professional, they exactly know what they are saying and doing. Apart from their professional approach, every single person I contacted in their office are always warm and friendly. You can trust these people in your matters as much as you can trust yourselves. My only regret is not finding them at the beginning of my journey, but I can`t be enough thankful to them as they succeed in my application, and brought my family together. They always talk based on relevant law, and never play with the words for just taking your money. They deserve every single penny they ask for.
Canan Kulaksiz
Canan Kulaksiz
10:52 04 Jul 19
Brilliant and Brilliant and Brilliant.What a pleasure we got to work with this extremely professional firm. Our case was very complicated of article 8. They are well experienced in immigration courts from my own experience.Zara shamal was incredibly helpful and she has a very structured approach to preparing the appeal bundle. She really is such a asset to this law firm.Henry expertise on human rights and appeal was outstanding and fantastically intelligent.Without any hesitation, I will definitely recommend Gulbenkian ANDONIAN.
Farhan Akhtar
Farhan Akhtar
11:54 03 Jul 19
Thank you very much Gulbenkian Andonian Solicitors.Me and my wife had a great experience with Gulbenkian Andonian Solicitors team.I must admit that we had a very complicated and difficult immigration case which was turned down by many law firms. We were on the edge of leaving the U.K when we were referred to them. Our case was handled in a very highly professional manner and a successful outcome which couldn’t be achieved without the help of Mr Dave Vasoodaven, Ms Zara Shamal, Mr Henry Lau and not forgetting Mr Fadi Farhat. It was a long battle over the years which finally turned into a success. Mr Dave Vasoodaven is a very honest, professional person and has a great sense of humour. I still remembered the first appointment with Mr D. Vasoodaven. He guided and advised us all the way along and I would say he acted as a father to me. Thank you Ms Zara Shamal and Henry Lau for your dedication and hard work, advises and kept us updated on our case all the time. You were highly professional, passionate and patience with us. You went an extra mile to make our case successful. A big thank you for Mr Fadi Farhat. We were blessed to have you representing our case in the tribunal. Your dedication and passion on our case made us felt like pulling our sinking boat to the shore.I would also like to thank Caroline and Danny for their support and warm welcome every time we visited your office.I sincerely appreciate your team effort and will never hesitate to recommend your services to anyone.
ashvin luchmun
ashvin luchmun
12:10 21 Jun 19
While myself and my fiancé were searching for a good reliable solicitor to represent my ILR case, we came across Gulbenkian Andonian Law Firm in Google. We approached them and met Dave who was pleasant and hopeful at the first introduction itself. Thereafter, I was introduced to my solicitor Fadi who was just brilliant! Although I was a demanding and impatient client, Fadi handled my requirements and worked on my case productively and we won it! I also must mention Henry was very cooperative and helpful in assisting on my case. Overall I highly recommend them and I am very thankful I choose them for my ILR case. Thank you Fadi, Dave & Henry once again!
Nishalaya
Nishalaya
19:49 19 Jun 19
Very happy with the service i have recieved. Simply the best at what they do. Sabi
Fiorik Fikaj
Fiorik Fikaj
19:27 18 Jun 19
Our Ukrainian family had a hopeless immigration past.We applied first time with our previous solicitors to the Home Office 7 years ago and had been refused.We spent a lot of money and had lot of worries.By the recommendation of some friends,we came to Gulbenkian Andonian Solicitors.Their advice to us was very good and they gave us the best solution.Jahed Morad was our lawyer and caseworker and he put same confidence in us.So,when we applied with Jahed after less than 6 months, we had a successful case and got residence permit cards.In our opinion,it is better to deal with professionals even if it cost bit more,then loose time and more money for someone unprofessional.Many Thank’s to Gulbenkian Andonian Solicitors and to Jahed Morad.
Galina T
Galina T
05:40 09 Jun 19
Excellent service provided by Gulbenkian Andonian Solicitors. In particularly I want to mention Fadi Farhat who has continued to assist me and my family successfully over the years. He is extremely efficient and keeps to his promise. He confidently assures you even when the odds are against you; and in all instances the result is always positive. Highly recommend.
Sean Lodovica
Sean Lodovica
07:43 03 Jun 19
Highly recommend to avoid this firm they will rip off your pockets and you only realise when the damage is done. They gave me false hopes regarding my judicial review matter, took £4,000 from me, only to have the case refused. Giving false hope to any client is not the standard a firm should operate on, however small. In spite of this, they will even charge you for the phone calls they make to you, told by Mr... And if that was not enough, an extra £500 was demanded in spite of the £3,500 agreed fee during our first meeting. At the time, I had no choice but to pay. In the end, I sought advice from another firm that provided a professional service with honesty and integrity. Will I use Gulbenkian Andonian Solicitors again? Yes, if I have spare cash to throw away.
T Hussain
T Hussain
22:21 10 May 19
Have used these Solicitors and cannot recommend them enough, I was completely satisfied and had a successful outcome which could not have been achieved without the help of Dr Bernard Andonian,Mr Fadi Farhat, Ms Zara Shamal, Mr Henry Lau, and Ms Caroline Gardner, it had been a very trying time for me and my partner but They kept reassuring us and dealt with our impatient professionally, A Big Thank you to you all and would not hesitate in recommending A No 1 Solicitors, First Class.
Faz Sheikh
Faz Sheikh
17:45 18 Apr 19
Received an excellent service, delivered with professionalism from the Gulbekian Andonian team. Had the fortune and pleasure to instruct Mr Henry Lau. I highly recommend Mr Lau. His knowledge, client care, expertise, and resourcefulness are admirable. Anyone in need of his services would be fortunate to instruct him.
Klarens Simoni
Klarens Simoni
15:14 12 Mar 19
Gulbenkian Andonian have been an integral cog in assisting me successfully acquire my indefinite leave to remain. The firm consists of incredibly professional and personable people that consistently go the extra mile. HUGE thank you to Hayk & the whole team.
Polina Sengupta
Polina Sengupta
11:27 11 Mar 19
Very professional and dedicated chamber of solicitor. A special mention to Mr.Jahed who works efficiently to deliver his promises and helps his clients.
Moazzam Khan
Moazzam Khan
15:05 20 Feb 19
Very professional and dedicated chamber of solicitor. A special mention to Mr.Jahed who works efficiently to deliver his promises and helps his clients.
Moazzam Khan
Moazzam Khan
16:35 19 Feb 19
dedicated supportive highly qulified professionals with great attitude towards me that's how I would describe Gulbankian Andonian Andonian team.strongly recommend to my friends and families . I wish them all the best and success .thank you !
Mohammad Bahraini
Mohammad Bahraini
19:27 04 Feb 19
I had a very complex case and had been turned down by a few firms as my case was termed a "waste of time" as i had had just too many refusals plus a deportation letter under my belt until I was introduced to this firm.They are true professionals, respectful, dedicated and very thorough with you so you know where you stand with your case and with that I have been granted the leave to remain after a "looooooooooong" heart breaking battle with the State.Give them a try as no case is too big, too small or too useless for them.They have an AMAZING TEAM.Thanks EVERYONE.
Emma N
Emma N
07:14 25 Jan 19
I have had the best experience with this firm. They are all very professional, helpful and know what they are doing. I would like to thank Bernard, Henry, Hojabr and specially Jahed who has recently been working on my application. They have all been very helpful and thorough in their approach. I would also like to thank Caroline and Danny for always being so cheerful and welcoming every time I have visited the office. Well done to the whole team, would highly recommend them.
wajiha saeed
wajiha saeed
21:56 08 Jan 19
Me and my husband had a great experience with Gulbenkian Andonian Solicitors. our case was handled in a highly professional manner, fantastic service and very kind people. Big thank you to Mr Jahed Morad for his support and hard work # 5 stars from us.
zaidi zohra
zaidi zohra
12:44 12 Dec 18
Best immigration lawyers! Moved from a different (terrible) one nearby and haven't looked back since, If anyone needs any visa help, they are the best place to go to! We won the appeal case and they made it a lot less stressful! Thank you again!
Paan Ratch
Paan Ratch
11:21 21 Nov 18
If you are looking for UK Tier 1 expert, then Gulbenkian is the best. Professional, transparent , reliable and always reachable to support your application . I Strongly recommend Gulbenkian.
Mohamed Salah
Mohamed Salah
12:17 22 Jul 18
Offered a perfect solution to my citizen ship problem. They fixed everything in a very comfortable professional way. I will recommend this business to everyone, thank you.
Robert Hyde
Robert Hyde
15:16 11 Jul 18
We want to say this firm is by far the b­est of the best! We went through 3 immig­ration firms in central London and disco­vered Gulbenkian Andonian online and was­ not in the least disappointed!! They w­orked meticulously and left no stone unt­urned! They delivered with flying colour­s and honestly speaking I will always fu­lly recommend this team of amazing lawye­rs! Thank you to everyone for helping us­ in our moment of need!!
Scott Levine
Scott Levine
14:22 06 Jul 18
They are honest, compassionate, reliable, considerate, most importantly they know their job and you will receive services commensurate to the fees charged. They are highly professional. My family and I will recommend them to everyone in need of any of their services. In fact they have been very helpful bringing to a successful end our difficult immigration battle, now we sleep in peace. Thank you for a good work done.
True Grace
True Grace
23:10 25 Jun 18
Finding a lawyer you can trust is not easy, after going to several different law firms in Holborn, I was recommended Gulbenkian Andonian Solicitors and I was not disappointed. They have an amazing level of professionalism while being very approachable and highly experienced. I will recommend this firm to anyone! 10 stars **********
darrell tate
darrell tate
15:02 30 May 18