Complaints Procedure

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:

  1. In the first instance, you should make the complaint known to the Fee Earner who has the conduct of your matter.
  2. If unresolved the matter will be referred to Mr Victor Adeniyi our COLP. He will contact you and speak with you within 7 days to resolve your complaint. If you do not want a meeting, you will receive a written response to your complaint within 14 days.
  3. 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: . Please note that you must make your complaint to the Legal Services Ombudsman within 6 months of the date of our final decision or within a year of the act or omission about which you are complaining occurred (or you become aware of it) Please also contact Legal Services Ombudsman for further information.
  4. If the nature of your complaint may be about our bill, you have the right to complain to Legal Ombudsman/ and or have the right to apply to the Court for assessment of the bill under Part 3 of the Solicitors act 1974. You should be aware that if you have already applied to the Court for assessment of your bill, the legal ombudsman may not deal with your compliant.
  5. In the event that you are not satisfied with the firm’s response, or if we do not resolve your complaint within eight weeks of your contacting us, then the Legal Ombudsman may be able to consider your complaint. There are, however, restrictions to this service, as set out on the Ombudsman’s website.
  6. If you wish to contact the Legal Ombudsman, you should contact them within six months of the date of our sending to you our final resolution letter. In addition, you should be aware that the Legal Ombudsman will not accept your complaint if: more than six years have elapsed from the date of the act or omission giving rise to the complaint; or more than three years have elapsed from the time when you should have known about the complaint; or the date of the act or omission giving rise to the complaint was before 6 October 2010.
  7. You can also report us to the Solicitors Regulation Authority for matters of dishonesty, unfair treatment, discrimination, stealing your money, etc.
  8. Also, you could refer us to our Regulatory Authority [SRA] if there is has been any breach of our code of conduct. .You can contact SRA on 03706062555.