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.
5. 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.
6. 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.
7. 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.
8. 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.
9. Please note that the time limit for complaint to the LeO is within one year from the
act/omission or one year from realising the cause of complaint. Any complaint to the Legal
Ombudsman (LeO) must usually be made within six months of the date of our final decision
on your complaint.
If we have to change any of the timescales above, we will let you know and explain why.
