Communication between you and us
At Clifton Law Solicitors, we are committed, and are confident of providing high-quality legal advice and client care service in all respects. If, however, you are unhappy about any aspect of the service received or the bill; if there are queries or concerns about our work, please raise them in the first instance with the fee earner carrying out your work.
If still unsatisfied and prefer not to speak to the fee earner responsible for your matter, then you may wish to speak with Ms. Rita Onwuka (the Director) or write to her at our office address as shown on this website. There is a procedure available (see below), which details how complaints are handled. We have eight weeks to consider your complaint.
If we have not resolved your complaint within this time, or if we are unable to resolve the complaint to your satisfaction, you may complain, and raise the matter with the Legal Ombudsman. Their contact details are as follows:
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 a year of the act or omission about which you are complaining occurred or you became aware of it.
The Legal Ombudsman Service is open to all members of the public and very small businesses, charities, clubs and trusts. However, if you are not included in any of these groups, you will still be entitled to complain to us.
All solicitors must attempt to resolve problems that arise with their services. It is therefore important that you immediately raise any concerns you may have with us. We value all our clients and would not wish to think you have reasons to be unhappy with us.
Our Complaints Procedure
- If there are queries or concerns about our work, please raise them in the first instance with the caseworker carrying out your work.
- If still unsatisfied with the response from the caseworker responsible for your matter, then you may wish to write a formal complaint to the firm through its Director, Ms. Rita Onwuka.
- If the firm receives a complaint from the client, the firm will send them a letter acknowledging receipt of their complaint within three working days of receiving it, enclosing a copy of the complaints handling procedure.
- The Director will then investigate the complaint.
- The Director will invite the client to a meeting (in person or by telephone) to discuss and hopefully resolve their complaint. She will do this within 14 days of sending the acknowledgement letter.
- Within three days of the meeting, The Director will write to the client to confirm what took place and any solutions agreed.
- If the client does not want a meeting or it is not possible, the Director will send a detailed written reply to the complaint, including any suggestions for resolving the matter, within 21 days of the acknowledgement letter.
- If the client is still not satisfied and requests a review, the Director will review the decision.
- The Director will write to the client within 14 days of receiving the request for a review, confirming the final position and explaining her reasons.
- The client will be informed of the services of the Legal Ombudsman.