Our firm is committed to high quality legal advice and excellent client care. If you have a complaint about our service, a bill that we have rendered, or interest rates, please contact us by telephone on 020 7703 1070, by email on firstname.lastname@example.org, or by post to: Camberwell Business Centre, 99-103 Lomond Grove Camberwell, London, SE5 7HN. All complaints are handled according to our internal complaints’ procedure, which is available upon request.
We would initially attempt to resolve the complaint with the case handler, however if this is not possible then your complaint will be dealt with by Mr Folorunso Makinde, our Complaints Manager, who can be contacted by telephone on 020 7703 1070 or by email on email@example.com or firstname.lastname@example.org.
We have eight weeks to consider your complaint upon receiving it. If we have not resolved your complaint within this timeframe, you may complain to the Legal Ombudsman.
The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at complaints independently and accessing the Ombudsman will not affect how we handle your case. Most ‘consumer’ clients (as oppose to large businesses) will be able to make use of the Ombudsman scheme however there are restrictions for some larger clients. 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:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
For further information about the Legal Ombudsman, please visit: www.legalombudsman.org.uk or Call: 0300 555 0333 between 10am to 6pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Please note that the Ombudsman are there to deal with concerns about the level of service received. Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct then reports can also be made to the Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously, we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns. You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules on their website: www.sra.org.uk.
If you would like to complain in respect of a bill payment, you may apply for an assessment under Part III of The Solicitors Act 1974. Where you have made a request to the court for an assessment, the Legal Ombudsman may not acknowledge investigating a complaint over a bill payment.