1. Our complaints policy
We are committed to providing a high quality legal service to all our clients. If you are dissatisfied with our service, please let us know immediately so that we can work to resolve your complaint swiftly. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
We will not charge you for handling your complaint.
2. Our complaints procedure
If you have a complaint about our service or a bill that we have rendered or both, please contact us with the details. The person to contact is Roulla Georgiou, and she can be reached at:
Address: 74 Friars Walk London N14 5LN
Telephone: 020 8368 0220
Mobile: 07949 267 105
Fax: 020 8368 0440
3. What will happen next?
3.1 We will send you a letter acknowledging receipt of your complaint within 7 days of us receiving the complaint, enclosing a copy of this procedure.
3.2 We will then investigate your complaint. This will normally involve Roulla Georgiou reviewing your file.
3.3 Roulla will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter.
3.4 Within 7 days of the meeting, Roulla will write to you to confirm what took place and any solutions she has agreed with you.
3.5 If you do not want a meeting or it is not possible or practical to have one, we will send you a detailed written reply to your complaint within 21 days of sending you the acknowledgement letter. This will include our suggestions for resolving the matter, a confirmation of our final position on your complaint, and an explanation of our reasoning.
3.6 At this stage, if you are still not satisfied, you should contact us again and we will arrange for Southgate & Co Solicitors, 631 Seven Sisters Road London N15 5LE, telephone number : 020 8809 0010 to contact you. We have an arrangement to deal with each other’s complaints if clients prefer.
3.7 We will write to you within 14 days of receiving your request for a review with Southgate & Co Solicitors, confirming our position on your complaint and explaining our reasons.
3.8 If we have to change any of the timescales above, we will let you know and explain why.
After this procedure has been followed and if you still remain dissatisfied you can refer your complaint to the Legal Ombudsman, but you must do so within 6 months of receiving written confirmation from us regarding our final position, and within 6 years from the date of the act/omission about which you are concerned or three years from when you should have reasonably known there was cause for complaint. You can contact the Legal Ombudsman at:
Address: PO Box 6806 Wolverhampton WV1 9WJ Telephone: 0300 555 0333 Email: firstname.lastname@example.org Website: www.legalombudsman.org.uk
If your complaint is in respect of our fees, you have the right to apply to court for an assessment under Part III of the Solicitors Act 1974 but, if you have applied for such an assessment, the Legal Ombudsman might not consider a complaint about the fees.
The Solicitors Regulation Authority
If you are concerned that we have been dishonest or have concerns about our conduct or behaviour, then you have the right to complain to The Solicitors Regulation Authority (SRA).
Examples of complaints handled by The SRA include:
- Shutting down the law firm without telling you
- Taking or losing your money
- Treating you unfairly because of your age, a disability or other characteristic
- Breaking the rules set down by the SRA
You can contact the SRA at:
Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN Telephone: 0370 606 2555 Email: www.sra.org.uk/home/contact-us Website: www.sra.org.uk