Whilst we strive to provide the highest standards of service to our clients but sometimes we realise things can go wrong. As part of our commitment to providing and maintaining our high standards, we have introduced a formal complaints procedure/process and this is set out below.
If you have a complaint about our service, please set this out, in writing (letter or email), giving as much details as you can about the nature of the complaint, and send this to Mr Femi Joshua, the firm’s nominated Complaints Partner. Mr Joshua can be contacted via email at contact@a2solicitorslaw.com
We will send you a letter/email acknowledging your complaint and will be dealt with as quickly as possible. You can expect to receive our letter/email within 5 – 10 working days from date of receipt.
We will then start to investigate your complaint. This will normally involve the following steps:
- Mr Femi Joshua will ask the member of staff who acted for you to draft a response to your complaint.
- He will then examine their reply and the information in your complaint, and, if necessary, he may also speak to the member of staff. This could take up to 3 working days from receiving their response.
- You will then receive a detailed reply to your complaint within 10 working days from the date of receipt of your letter/email of complaint. If the reply is likely to take longer than 10 working days we will inform you and then proposed a timescale for a detailed response.
If you are not satisfied with our response you must contact us again. We will then arrange to review our decision. This will happen in one of the following ways:
- We will ask you to attend a meeting to discuss and hopefully resolve your complaint.
- Another partner of the firm will review Mr Joshua’s decision within 10 working days.
- We will let you know the result of the review within 5 working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
- If you have raised a complaint and you remain dissatisfied with the handling of the complaint you can ask the Legal Ombudsman to consider it further. Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised your complaint with us first and we have 8 weeks to deal with your complaint. If you are not satisfied with our handling of your complaint after the 8 weeks has expired, you can ask the Legal Ombudsman to consider the complaint.
- The time limit to bring a complaint to the Legal Ombudsman is within 6 months of receiving a final written response from us and no more than 12 months from the date of the act or omission or no more than 12 months from when you should reasonably have known there was a cause for complaint.
- If you will like more information about the Legal Ombudsman please contact them via their website on legalombudsman.org.uk or by writing to the Legal Ombudsman at
Legal Ombudsman, PO Box 6167, Slough SL1 0EH - In some cases you can make a report to the SRA if an SRA principle has been breach. You can refer the matter to SRA via https://www.sra.org.uk/consumers/problems/report-solicitor
If we have to change any of the timescales above, we will let you know and explain why.