Complaints Policy

COMPLAINTS POLICY

Our aim is to deliver quality services that you will be happy with.

If unfortunately, after efforts our effort to do our best we have not got this right, a complaint about our service can be raised, in the first with the lawyer that handled your matter and provided our service to you.

Our staff are trained to appreciate that client satisfaction comes first and your lawyer will do his or her best to listen to you, provide an explanation and carry out any remedial actions that you require so that you may become satisfied with our service.

If after the above initial stage you are not satisfied with our response to your complaint you may complain to our Mr. Obinna Baranta who is our firm’s complaint manager – by writing to our London address of 16 Upper Woburn Place, London WC1H 0AF. You may also make initial contact by telephone before writing to us and if you do so, please note that the receiver of your complaint will make detailed notes and send a copy of these notes to you for your records and to assist you with your complaint about our service.

Mr. Baranta will do his best to resolve the matter to your satisfaction by reviewing the service we provided to you in a manner that satisfies you.

Mr. Baranta will first write to you within 7 working days of hearing from you to acknowledge receipt of your complaint and he will aim to send you a substantive reply to your complaint within 14 working days.

Mr. Baranta will investigate your complaint by speaking to the person involved and may telephone you to get more details about our service to you. To investigate your complaint Mr. Baranta will look into your file, interview the person in charge of your file or critically go through and reflect on your file if he handled your matter. He may write to you for more information to assist the process and will be polite, welcoming and friendly throughout the process so that your confidence in our firm’s transparency, integrity and professionalism is continuously maintained.

If you do not feel comfortable about complaining to Mr Baranta about our service to you because he handled your matter, you may write to Mr Kenny Ogba who has been in practice for over 7 years and who will assist the firm by investigating your complaint with intention of finding a resolution that satisfies you. However, please note that the overall responsibility to investigating all complaints and providing a response to complaints remains with Mr Obinna Baranta.

For the immediately preceding reason above, if after looking into your complaint and responding to you, you are still not satisfied with our responses you may further complain to the Legal Ombudsman who is responsible for investigating and addressing complaints against solicitors and solicitors firms.

The address of the Ombudsman is for complaints is PO Box 6806 Wolverhampton WV19WJ and their telephone number as well as further information is available on the Legal Ombudsman’s website which is: https://www.legalombudsman.org.uk/

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