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We aim to provide an excellent service. The solicitors and staff of NC Law Solicitors are always keen to ensure that you are happy and satisfied with the service which we have provided. However, we also appreciate that from time to time clients may feel grievance or wish to lodge a complaint. Accordingly we have set up an in-house complaints handling procedure which is to operate in such situations. The procedure is as follows:-
- A complaint should initially be raised with the fee earner involved, preferably in writing and setting out the nature of your complaint or grievance. The fee earner will record your complaint in a central register and acknowledge your complaint within seven days. The fee earner will then investigate your complaint and reply to it.
- If the initial reference to the fee earner does not resolve the complaint within 14 days then the problem should be referred to Maame Adjoa Doku Djan-Krofa who can be contacted at 1 Bromley Lane Chislehurst Kent BR7 6LH or firstname.lastname@example.org. In order to avoid any misunderstandings; we would prefer any formal complaint to be made in writing. Ms Djan-Krofa will then provide a final decision within 14 days.
If you are still not satisfied with the outcome, you can raise your concerns with the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
However, please note that from 1 April 2023 these time limits are changing. From the 1 April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned, or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ