Complaints Policy – Christob Solicitors

CHRISTOB SOLICITORS COMPLAINTS PROCEDURE

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 of your complaint.

What will happen next?

If you are unhappy about any aspect of the service you have received or about the bill, please discuss your concerns with Olugbenga Adeyemi, the Director of the firm in the first instance. If you feel the need to raise an issue formally, then we would request that you put this in writing and address it to him to Christob Solicitors, Suite 110, Bilt Mansions, 4-16, Deptford Bridge, Deptford, London SE8 4HH. Your complaint will be formally acknowledged by him and the full procedure that will be followed in dealing with your complaint will be explained to you at that time.

We aim to resolve your complaint within eight weeks of your notification. He will first send you a letter acknowledging receipt of your complaint within fourteen days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be done by Olugbenga Adeyemi, who will look into your matter in the light of your complaint.

Olugbenga Adeyemi 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.

Within three days of the meeting with you, Olugbenga Adeyemi will write to you to confirm what took place and any solutions he has agreed with you in relation to your complaint.

If you do not want a meeting or it is not possible, Olugbenga Adeyemi 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.

At this stage, if you are still not satisfied, you can then contact the Legal Ombudsman (LeO) at PO Box 6167, Slough SL1 OEH 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: legalombudsman.org.uk.

Please be informed that you are entitled to seek a review of your complaint by the Legal Ombudsman, which is an independent complaints body after exhausting the company’s complaints procedure.

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring or if outside of this period, within three years of when you should reasonably have been aware of it.
- - of the act or omission being complained about; or
  - when the complainant should have realised that there was cause for complaint.

You also may have a right to object to a bill by making a complaint to the Legal Complaint Ombudsman or the Office of Legal Complaints, and /or by applying to the court for an assessment of the bill under part III of the Solicitors Act 1974. If all or part of a bill remains unpaid, the firm may be entitled to charge interest.

In some circumstances you may also be able to seek redress from our regulator, the Solicitors Regulation Authority: www.sra.org.uk/consumers/problems.

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