We are committed to providing high-quality legal service to all our clients. Should you feel the need to complain about any aspect of this service we need you to tell us about it. This will help us to maintain and improve our standards.
If you have a complaint, please contact the person dealing with your case with the details. You can do this by either telephone or email or by post. The details of the case owner are contained in the client care letter written to you when you instructed us. Please note that the time limit for bringing a complaint to our attention is within 6 months of the end of the matter on which you instructed us or within 3 months of you becoming aware of the circumstances giving rise to your complaint, whichever is the later. If you wish to complain about our service after the expiry of these time limits you may still be able to make a complaint directly to the Legal Ombudsman but we may not be obliged to consider the complaint but you may still contact the Legal Ombudsman.
Your complaint will be acknowledged within 5 working days of receipt. The case owner will let you know if he or she will be dealing with your complaint and if not the person who will deal with it. It may be that the matter could be resolved by the case owner. You will be notified about any response within 5 working days.
If the matter cannot be resolved, you may progress your complaint to the Compliance officer for Legal Practice and a Director of the firm Mrs Oluwatosin Gboyega. When you do so please set out as much detail as possible regarding your complaint and this will be acknowledged within 5 working days.
We will then start to investigate your complaint and consider the same again. You will then be sent a detailed reply or you may be invited to a meeting to discuss the matter. We aim to resolve such complaints at this stage within Four to six weeks but it could be less depending on the urgency of the matter.
We will then contact you either inviting you to our office or send you a detailed reply to your complaint by email or letter. At this stage, if you are still not satisfied you could contact either Mr Adeniyi Adewoye or Mr Oladipo Olasoju who are Senior Directors of the firm and Solicitors who will then arrange to review the decision. We may in exceptional circumstances ask another local firm of solicitors to review your complaint.
If you are still dissatisfied, you have the right to complain to the Legal Ombudsman, which is an independent and impartial body set up to hear such complaints. You must however, do so within 6 months of our final letter to you, which we will always make clear when sending our final letter.
The Ombudsman’s contact details are:
Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
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