Complaints Procedure
Our complaints policy
We trust that we would be able to resolve anything you are unhappy with between ourselves, but should you have cause to complaint, you should contact us orally or in writing.
We hope you will not have reason to complain as we take the interest of our clients seriously and we welcome ideas and suggestions aimed at improving our services. We pride ourselves on the quality of service we offer and in the many satisfied clients, we have. We hope you will be another.
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 client care Principal, Mr Ozzie Agho, who will review your matter file and speak to the member of staff who acted for you.
Mr Victor Bobby Obasogie, a solicitor will be responsible for handling complaints about Mr Ozzie Agho.
Mr Ozzie Agho will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Mr Ozzie Agho 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 Ozzie Agho 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 another 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, you can then contact the Legal Ombudsman (LeO) at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. You can also e-mail the Legal Ombudsman (LeO) at enquiries@legalombudsman.org.uk 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.
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring or if outside of this period, within three years of when you should reasonably have been aware of it.
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.