We operate as a team and our colleagues will be pleased to assist if either of your caseworkers is unavailable. There will be occasions when there may be a change of caseworker or supervising solicitor dealing with your matter. If this becomes necessary we will notify you in advance as to who the new caseworker will be and seek any comments you may have on the matter.
We aim to offer you an efficient and effective service so that you will have confidence in us. However, should you have any concerns with the service provided; we operate a formal complaints procedure.
This written document is available on request.
Any expressions of concern should be raised with the caseworker or solicitor dealing with your matter. Should you however not wish to do so or feel that matters are not satisfactorily resolved please contact our Mr Tijani, who is our client care manager. In the alternative you may contact one of the other partner’s of the firm.
If we are unable to resolve matters to your satisfaction within eight weeks, or there are exceptional reasons for not waiting for this period, you may contact the Legal Ombudsman in writing, by telephone or email respectively: PO Box 6806, Wolverhampton, WV1 9WJ; Tel: 0300 555 0333; Minicom: 0300 555 1777 or email@example.com, to consider your complaint.
Please note that the complaint must be referred to the Legal Ombudsman within six months of the date of the written response from our complaints manager.
You have an overall time limit of referring any complaint to the Legal Ombudsman of
– Six years from the act /omission you are dissatisfied with; or
– Three years from when you should reasonably have known there was a reason to complain
What to do if you are unhappy with our behaviour
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.