Complaints Procedure
INTRODUCTION
21.1 All solicitors will attempt to resolve concerns that may arise with their services professionally and promptly. It is therefore important that you immediately raise any concerns you may have with the lawyer handling your case. We value you and would wish to thank you and your custom.
FIRST STEP: RAISING CONCERNS WITH YOUR LAWYER/CASEWORKER
21.2 We are committed to, and confident in, providing high-quality service to all our clients in all respects of their matter with us. If, however, you have any queries or concerns about any aspect of our service to you, or about our bill, please raise them in the first instance directly with the lawyer/caseworker who is dealing with your matter. In the event that the lawyer/caseworker dealing with your case was unable to resolve the issue to your satisfaction, we still value you and will review the decision of your lawyer/caseworker.
SECOND STEP: REVIEW OF YOUR LAWYER/CASEWORKER’S DECISION BY A SENIOR DIRECTOR
21.3 If you remain unsatisfied with the decision or how your lawyer/caseworker handled the concerns you raised with them, please contact Mr. Theo Mathias-Nwaulune, the Managing Director of the Firm and he will either review or appoint one of the other senior Directors to review the matter. We have eight weeks to consider your complaint internally.
RAISING YOUR CONCERNS WITH THE LEGAL OMBUDSMAN
21.4 We believe that this will never be necessary, but if one of our Directors has not resolved your concerns within eight weeks or all to your satisfaction, you have the right to raise your complaint with the Legal Ombudsman. If you are not satisfied with our handling of your concerns, you can your raise your complaint with the legal Ombudsman within 6 months of the date of our finale Second Step decision.
You contact the legal Ombudsman at:
Email: service.complaints@legalombudsman.org.uk
Tel: 0300 555 0333
Post: Operational Support Team
Legal Ombudsman
PO Box 6168,
Slough,
SL1 0EL
Web: www.legalombudsman.org.uk.
21.5 The Legal Ombudsman cannot consider a complaint about our Bill of Costs if you have applied to the Court for assessment of the Bill. Also, note that we may be able to charge interest on all or part of an unpaid bill.
If you require a hardcopy of this document, please contact our Administration Team on 0203 490 1221, or by emailing admin@citywidesolicitors.co.uk
Contact Our Legal Team
We are specialist in our areas of law and pride in ourselves for having one of the best teams of specialist Solicitors with wealth of knowledge and experience to deal with all types of matters. Our top-rated Solicitors have successfully helped thousands of clients with all types matters in our areas of specialisation.
We can represent you at all levels of the Court, from the Tribunal, County Court, High Court, Court of Appeal, to the Supreme Court as well before the European Court of Human Rights. Our Solicitors work in collaboration with very experienced and professional Barristers, who together present a formidable team.
