Complaints Procedure

1       OJN  Solicitors is 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.

2           Our Complaints Procedure

2.1        If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervising solicitor, please contact us as soon as you are aware of the problem so this can be addressed. The Complaints Manager is Lawrence Jegede at the Enfield office telephone 0203 232 2135 email:lawrence@ojnsolicitors.com

3           What Will Happen Next?

3.1        We will send you a letter acknowledging receipt of your complaint within 7 days of our receiving the complaint, enclosing a copy of this procedure.

3.2        We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Manager, Lawrence Jegede who will review your matter file and speak to the member of staff who acted for you.

3.3        Lawrence Jegede will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.

3.6        At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another Director to review the decision.

3.7        We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

4. What to do if we cannot resolve your complaint

We hope that we will able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

The Legal Ombudsman's contact details are: -

Telephone: 0300 555 0333 Minicom: 0300 555 1777

Website: www.legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Further information

If you have any questions about the guidance provided in this document, please contact Email: SRenquiries@legalombudsman.org.uk

Tel: 0300 555 0333



5. What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.