We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided, then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the me and I will in turn contact the consultant who worked on your case to discuss your concerns and I will do my best to resolve any issues, you may have. If you would like to make a formal complaint, then you can read our full complaints procedure [link to your process]. Making a complaint will not affect how we handle your case.
Complaints handling procedure:
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with the details. Once we receive your Complaint, we will do the following:
We aim to resolve your complaint within eight weeks of your notification. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our Complaint Handler Mr James Okike, who will review your matter file and speak to the member of staff who acted for you.
Where Mr James Okike is not available, we will pass your complaint to my colleague Mr Chuks Ogbonna at BlackWhite solicitors; 298 Romford Rd, London E7 9HD. Tel: 0208 522 4150 / 07944 868 537. Email: Info@blackWhitesolicitors.com,
She/he will then invite you to a meeting to discuss and hopefully resolve your Complaint. She/he will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Mr Ogbonna, he will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Mr James Okike or Mr Ogbonna. will send you a detailed written reply to your Complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Complaints Principal or someone unconnected with the matter at the firm to review the decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your Complaint and explaining our reasons.
If you are still not satisfied, 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. Then you must take your complaint to the Legal Ombudsman:
you can also contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your Complaint, OR e-mail the Legal Ombudsman (LeO) at firstname.lastname@example.org or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.
Please note that the time limit for Complaint to the Legal Ombudsman (LeO) is : 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.
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.
If we have to change any of the timescales above, we will let you know and explain why.