We are sorry that you have experienced a problem with the level of service that you have received from us

 

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it. This will help us to improve our standards.  If you have a complaint, please contact us with the details.

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We are keen to resolve your complaint as soon as possible and in order to do this, we will follow ourcomplaints handling procedure. This policy aims to ensure that you are fully aware of our procedure, the relevant timeframes and other avenues for redress that may be available to you should we be unable to resolve the matter ourselves.

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Mr. Victor Jolaoso is the Director and Complaints Manager at this firm responsible for complaints handling and will oversee the process and be your primary contact. He can be contacted at our Office: 45A High Street Stony Stratford Milton Keynes MK11 1AA or by telephone on 01908 560343 or email: victor@michaellawsolicitors.co.uk.

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We invite you to follow this complaints procedure, which is set out as follows:

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STEP ONE

if you have not already done so, please let us know the full nature of the problem. Ideally, we would prefer that your complaint be confirmed in writing in order that any scope for misunderstanding can be avoided. However, this is not obligatory and you are welcome to provide the details to Victor over the telephone or face to face. If you are setting out your concerns in writing then you can do this by emailing:victor@michaellawsolicitors.co.uk or writing to him at 45A High Street Stony Stratford Milton Keynes MK11 1AA.

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STEP TWO

We aim to resolve your complaint within eight weeks of your notification.  We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

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STEP THREE

We will then investigate your complaint. This will normally involve passing your complaint to our client care Principal, Victor Jolaoso, who will review your matter file and speak to the member of staff who acted for you

Victor Jolaoso will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

Within three days of the meeting, Victor Jolaoso will write to you to confirm what took place and any solutions he has agreed with you.

If you do not want a meeting or it is not possible, Victor Jolaoso will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

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STEP FOUR

At this stage, if you are still not satisfied, you should contact us again and we will arrange for or someone unconnected with the matter at the firm to review the decision.

We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

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STEP FIVE (other avenues)

You must always try complaining to us first. In most cases you will not be able to take your complaint further without allowing us the opportunity to put things right

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Legal Ombudsman 

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If you are still not satisfied, you can then contact the Legal Ombudsman (LeO) at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. You can also e-mail the Legal Ombudsman (LeO) at enquiries@legalombudsman.org.uk or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas.  For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.

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Please note that the time limit for complaint to the LeO is within one year from the act/omission or one year from realising the cause of complaint.  Any complaint to the Legal Ombudsman (LeO) must usually be made within six months of the date of our final decision on your complaint.

Solicitors Regulation Authority

Solicitors Regulation Authority

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If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit:https://www.sra.org.uk/consumers/problems/report-solicitor.page#report

Please do not hesitate to contact me if you have any queries

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If we have to change any of the timescales above, we will let you know and explain why.

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Please do not hesitate to contact me if you have any queries