Set out below is the procedure to follow in order to help you with your complaint:
WHAT TO DO IN THE EVENT OF A COMPLAINT
If there is any aspect of our service with which you are unhappy, you should initially tell the person dealing with your case and try to resolve the matter.
If after discussing the matter with that person the difficulty remains unresolved, you should set out your complaint in writing to:
Mr. Billa Achuka [Client Care Supervisor & Complaints Handling Partner]
Suite 3, 99-103 Lomond Grove, Camberwell, London SE5 7HN
WHAT WE WILL DO ON RECEIPT OF A COMPLAINT
Within 5 working days we will reply acknowledging receipt of your complaint and confirm that the complaint is being investigated.
Within 10 working days we will advise you what action is being taken to investigate your complaint. It may be possible to respond in full to your complaint at this stage but sometimes enquiries take a little longer. [We will advise you at this stage if this is the case and how much longer the investigation will take].
Within 20 working days we will reply with the outcome of the investigation and any proposals for resolution of the issues you have raised. [If we cannot complete the investigation in this timescale, we will advise you how much longer it will take].
WHAT YOU NEED TO DO NEXT
Once you have received a response from us regarding the outcome of the investigation you need to let us know as soon as possible whether you are content with the outcome or whether you wish to pursue your complaint further.
If we do not hear from you within 10 working days we will assume that the matter is closed.
If you are not content with the outcome of the investigation and wish to pursue your complaint further a meeting can be arranged between yourself, the fee earner and Mr. Billa Achuka where the subject matter will be addressed and proposals for settlement of the complaint together with an action plan for the future will be agreed.
If you are not content with the outcome of the meeting and Mr. Billa Achukas’ findings you can appeal, via our internal appeals procedure, to:
AB Mackenzie, Suite 3, 99-103 Lomond Grove, Camberwell, London SE5 7HN
We will contact you within 5 working days of receipt of your appeal and arrange a meeting with you to deal with your complaint.
You have the right to go to the Legal Ombudsman, our supervisory complaints body, if you are still dissatisfied at the conclusion of our internal complaints process. The Legal Ombudsman will usually require you to have gone through our internal complaints procedure before they investigate and will permit us 8 weeks to conclude our internal investigation. The Legal Ombudsman is unlikely to consider your complaint unless you have been through our internal complaints procedure.
The Legal Ombudsman contact details are:
- PO Box 6806, Wolverhampton, WV1 9WJ [Address].
- 0300 555 0333 [Telephone]
- email@example.com [e-mail].
- http://www.legalombudsman.org.uk [Web site].
- +44 121 245 3050 [Calling from overseas].
- 0300 555 1777 (Minicom)
THE SOLICITORS REGULATION AUTHORITY
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority If we enter into a contract with you and/or you become a client of our firm by electronic means (such as by e-mail or online) then, in addition to any rights of redress you may have through the Legal Ombudsman, you may be entitled to use an EU online dispute resolution platform to assist with any complaint or dispute you may have about our services. This online platform can be found at http://ec.europa.eu/odr. We do have an e-mail address you may contact in this regard and that is firstname.lastname@example.org.