1.We aim to resolve your complaint within eight weeks of receiving any complaint. On receipt of the complaint, a letter acknowledging receipt is sent within three days of receiving it.

2. The complaint is passed to the Director responsible for dealing with complaints Ms Eva Cofie to be investigated. She will respond to the complaint within 14 days of acknowledging receipt of the complaint. If she is unable to respond within 14 days, a new date will be set for her reply and the complainant will be informed.

3. If on receipt of her response, the matter is still not resolved, Ms Eva Cofie will invite the complainant to a meeting to discuss and hopefully resolve the complaint within 14 days of responding to the complaint.

4. Within three days of the meeting, Ms Eva Cofie will write to you to confirm what took place and any solutions she has agreed with you.

5. If the complainant is still not satisfied, they 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 written request for a review, confirming our final position on your complaint and explaining our reasons.

7. If the complainant is still not satisfied, they can then contact the Legal Ombudsman at P. O. Box 6806, Wolverhampton WV1 9WJ about the complaint. They can contact the Legal Ombudsman by telephone on 0300 555 0333 or +44 121 245 3050 if calling from overseas. The Legal Ombudsman’s email address is enquiries@legalombudsman.org.uk . For further information, please access the Legal Ombudsman website: www.legalombudsman.org.uk.

8. Your complaint should be made to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. The time limit for referring a complaint to the Legal Ombudsman is a year from the act omission being complained about or a year from the date when you should have realised that there was cause for complaint.

9. You should report the matter directly to the Solicitors Regulation Authority if you think the firm or any employee has breached a Solicitors Regulation        Authority principle. The report should be sent to: The Cube, 199 Wharfside Street, Birmingham, B1 1RN  dx720293 Birmingham47-report @sra.org.uk              When reporting please set out your concerns clearly, identify individuals you consider responsible and attach any evidence you have in support.

10. If we have to change any of the time scales above, we will let you know and explain why.

*Complaints should be in writing and include the following:

 

1. Complainant's name and address;

2. What the complaint relates to 

3. Which lawyer the complaint relates to

4. Which action the complainant is seeking