At Blackfields Solicitors, all clients will be given information about what to do if they a problem with the service provided or any other aspects of the firm. This is also in keeping with Solicitors practice, Rule 15.
We define a complaint as any reasonable expression of client satisfaction or grievance.
It is our intention to provide you with an efficient and professional service. However, should there be any aspect of our service or the handling of your matter with which you are unhappy; the following procedure is available to you:
- In the first instance, you should make the complaint known to the Fee Earner who has the conduct of your matter;
- If unresolved the matter will be referred to Mr Doyin Adeyemo, the Principal who has the overall responsibility for dealing with complaint within the office. Further meeting will be arranged with the principal and the fee earner will also be seen at this stage.
- Thereafter, the Fee Earner shall make contact with you within 7 days and arrange an interview with you in order to record the details of the complaint. He shall with your consent try to resolve your complaint informally and to your satisfaction.
- Our objective is to ensure that you are satisfied that the complaint has been dealt with seriously, get a prompt response, assured that the matter is being reviewed, and informed of the outcome as soon as possible. In the unlikely event that your grievance is still unresolved, you will be informed of your entitlement to direct your complaints to Legal Ombudsman who can be contacted at the Office of the Legal Services Ombudsman, PO BOX 6806 Wolverhampton WV1 9WJ. Tel: 03005550333 Email: email@example.com
- Also you could refer us to our Regulatory Authority [SRA] if there’s has been any breach of our code of conduct.