COMPLAINTS HANDLING PROCEDURE:
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.
What do you do if you are dissatisfied with the outcome of our response to your complaint?.
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. If you have, then you must take your complaint to the Legal Ombudsman:
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
If you require further assistance, please contact the Professional Ethics helpline.