OUR COMPLAINT POLICY
We endeavour to provide you with the best service. However, when you are not satisfied with the service we have provided and you wish to complain, please feel free do so.
Making a complaint will not affect how we deal with your case. It will instead help us improve the quality of our service. We aim to resolve your complaint within eight weeks of receiving it. We will send you an acknowledgement letter for your complaint within three days of receiving it, with a copy of this procedure.
First you can raise your concerns with the person dealing with your case. If your concerns have not been resolved and if you wish to make a formal complaint, please send us your complaint preferably in writing. Our director and principal solicitor Mr Rodrigue Landu will investigate your complaint. This will involve reviewing your file and speaking to anyone involved. Mr Rodrigue Landu will invite you to a meeting to discuss your complaint to try to resolve it. This will be done within 14 days of sending you an acknowledgement letter.
Within three days of the meeting, Mr. Rodrigue Landu will write to you to confirm what was discussed in the meeting and any resolutions he has agreed with you. If you do not wish to take part in a meeting or if you are unable to attend a meeting, Mr. Rodrigue Landu will send you a 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 a suitable person unconnected with your matter 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 or if we are unable to resolve your complaint, please contact the Legal Ombudsman . They will look at your complaint independently and it will not affect how we deal with your case. Your complaint to the Legal Ombudsman must usually be made:
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Within six months of the date of our final written response on your complaint and - No more than six years from the date of the act/omission
- No more than three years from when you should reasonably have known there was cause of complaint.
- If you would like more information about the Legal Ombudsman, please contact them on the links below
Visit www.legalombudsman.org.uk
Email: enquiries@leqalombudsman.orq.uk
Call: 0300 555 0333 between 9.00 to 17.00
Write to: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
If you have any concern about our behaviour, please contact the Solicitors Regulation Authority. This could be things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Please visit their website to see how you can raise your concerns with the Solicitors Regulation Authority
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