Whilst we strive to provide the highest standards of service to our clients but sometimes we realise things can go wrong. As part of our commitment to providing and maintaining our high standards, we have introduced a formal complaints procedure/process and this is set out below.
If you have a complaint about our service, please set this out, in writing (letter or email), giving as much details as you can about the nature of the complaint, and send this to Mr Femi Joshua, the firm’s nominated Complaints Partner. Mr Joshua can be contacted via email at firstname.lastname@example.org .
We will send you a letter/email acknowledging your complaint and will be dealt with as quickly as possible. You can expect to receive our letter/email within 5 – 10 working days from date of receipt.
We will then start to investigate your complaint. This will normally involve the following steps:
- Mr Femi Joshua will ask the member of staff who acted for you to draft a response to your complaint.
- He will then examine their reply and the information in your complaint, and, if necessary, he may also speak to the member of staff. This could take up to 3 working days from receiving their response.
- You will then receive a detailed reply to your complaint within 10 working days from the date of receipt of your letter/email of complaint. If the reply is likely to take longer than 10 working days we will inform you and then proposed a timescale for a detailed response.
If you are not satisfied with our response you must contact us again. We will then arrange to review our decision. This will happen in one of the following ways:
- We will ask you to attend a meeting to discuss and hopefully resolve your complaint.
- Another partner of the firm will review Mr Joshua’s decision within 10 working days.
- We will let you know the result of the review within 5 working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
- The Legal ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. The Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within 6 months of our final response to you.
- If you will like more information about the Legal Ombudsman please contact them via their website on legalombudsman.org.uk or by writing to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ.
- In some cases you can make a report to the SRA if an SRA principle has been breach. You can refer the matter to SRA via https://www.sra.org.uk/consumers/problems/report-solicitor
If we have to change any of the timescales above, we will let you know and explain why.