COMPLAINTS PROCEDURE


 

COMPLAINTS HANDLING PROCEDURE

We aim to offer you an efficient and very effective services. But you might have concerns about how we are handling your matter, what you think we should have done in your case or what we have not done in your case. If you have any complaint about our services, we will be very happy to deal with your complaints in a bid to resolve the problem.

If you ever have to complain, we have an internal procedure which we will follow in a bid to deal with your complaint immediately. Firstly, you will need to contact the Solicitor Delphine Akinsete letting her know your concerns or complaint. You can email her at delphine@delphinephilipsolicitors.com

When we take on your case, we provide you with a Client Care Letter where we set out in detail our Terms of Business, how we will deal with your matter, timescales for dealing with your matter, what we aim to achieve in your case and our complaints procedure. You can also refer to our client care letter to you on how we deal with your complaints and concerns. Please feel free to ask us for a duplicate of that letter if you no longer have it.

HOW AND WHEN A COMPLAINT CAN BE MADE TO THE LEGAL OMBUDSMAN

We will need 14 days to deal with your complaint. If you think that we have not satisfactorily resolved your complaint after you have given us 14 days to do so, you may have a right to complain about our service to the Legal Ombudsman. The Legal Ombudsman will need to know that you have received a final response from us, then only can you bring your complaint to them. There are rules that set out what the Ombudsman investigates and how they do it. The Legal Ombudsman is an independent complaints body separate from us.

There are time lines regarding when you should bring your complaint to the Ombudsman:

  • you will need to bring your complaint to the Legal Ombudsman within 6 months from the date of our final decision and
  • No more than 6 years from the date of act/omission; or
  • No more than 3 years from when you should reasonably have known there was a cause for you to complain about our services

If you want to complain about our fees, you might be able to apply for an assessment under Part III of The Solicitors Act 1974.If you take the route of requesting for the court to  assess our fees then the Legal Ombudsman might not deal with your complaints regarding our fees.

How to get in touch with the Legal Ombudsman

General Enquires Team: 0300 555 0333

Calling from overseas: +44 121 245 3050

NGT Lite: 18001 0300 555 0333

Minicom text phone:     18002 0300 555 0333

Postal address : Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Email: enquiries@legalombudsman.org.uk

 HOW AND WHEN A COMPLAINT CAN BE MADE TO OUR REGULATORS THE SOLICITORS REGULATORY AUTHORITY (SRA)

We are regulated by the SRA. They ensure that we comply with the set out principles, that we behave independently, fairly and with integrity and we act in your best interest.  If you think that we have fallen short of any of the above or have acted dishonestly then please contact the SRA. Note that the SRA cannot deal with issues of poor service.

Please follow this link to see more about what our regulators do and to see how you can contact them and report an individual or the firm:  https://www.sra.org.uk/consumers/problems/report-solicitor/