Complaints Procedure

Our complaints policy

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.

What will happen next?

1. 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.

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care Principal, Mr Hakeem Olajuwon, who will review your matter file and speak to the member of staff who acted for you.

3. Mr. Hakeem Olajuwon 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.

4. If you do not want a meeting or it is not possible, Mr. Hakeem Olajuwon 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.

5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.

6. 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.

7. If you are still not satisfied, you can then contact the Legal Ombudsman (LeO) at Legal Ombudsman PO Box 6167, Slough, SL1 0EL 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.

8. Please note that the time limit for complaint to the LeO must be made:

• Within six months of receiving our final response to your complaint and

• No more than one year from the date of the act or omission being complained about; or

• No more than one year from the date when you should reasonably have known that there was cause for complaint.