55 Deptford Broadway London SE8 4PH
02086919700
020 8691 9701
07956 471427

Complaints Procedure

Quality of service and complaints policy for NatAdo Solicitors Ltd

NatAdo Solicitors, 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.

How do you make a complaint?

You can contact us in writing, either by letter or email (advice@natado.co.uk) or by telephone (020 86919700).

Step 1

a) Please raise your concerns initially with the Fee Earner who is dealing with the matter for you. Although you may raise your concerns by telephone or in person, to avoid any misunderstanding it is always helpful to have this in writing or by email.

b) If your complaint is about a Fee Earner who is a Head of Department you should still in the first instance raise your complaint with them.

c) The Fee Earner will then acknowledge receipt of your complaint within five working days of its receipt, and he/she will seek any necessary clarification from you, should that be necessary, as soon as possible after that.

d) Your complaint will then be investigated by the Fee Earner concerned who will reply to you in writing or by email within a further twenty one working days. We will write to you with a detailed response to your complaint, and with any suggestions for resolving it to our mutual satisfaction.

Step 2

a) If you remain dissatisfied with the response from the Fee Earner and our proposed method of resolution, you should then contact the Head of Department to provide him or her with details of your complaint.

b) If your complaint is about a fee earner who is a Head of Department then your complaint will be reviewed by the designated Supervisor, currently Dr Nat Adojutelegan.

c) Our engagement letter to you will have confirmed details of the designated Supervisor.

d) The designated Supervisor will review your complaint and the Fee Earner’s response and having done so will then write to you confirming our final position on your complaint. We will endeavour to explain our reasoning in reaching a conclusion.

You must give us eight weeks to try to resolve your complaint.

This will conclude our internal complaints procedure.

Please note

a) Any changes to the above timescales will be confirmed to you with an explanation.

b) You will not be charged for the cost of handling your complaint.

What happens if we cannot resolve your complaint?

If after 8 weeks you are still dissatisfied you can then involve  the  Legal Ombudsman. For more information on how the Legal Ombudsman works please  visit the Legal Ombudsman website.

If we have been unable to resolve your complaint to our mutual satisfaction, you may then contact the Legal Ombudsman.

You must have tried to resolve your complaint with us before the Legal Ombudsman will investigate your complaint further.

You should take your complaint to the Legal Ombudsman within six months of concluding our internal complaints procedure.

For further information, you should contact the Legal Ombudsman at:

Legal Ombudsman

PO Box 6167,

Slough

SL1 0EH

Telephone : 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: http://www.legalombudsman.org.uk

Timescales

In normal circumstances you are required to register a complaint within one year.  You must then give us eight weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm’s complaints procedure. In summary:

  • You must register your complaint with us within one year
  • The Legal Ombudsman expects you to give us eight weeks to try to resolve your complaint
  • After this time, you can contact the Legal Ombudsman:
    • You must do so within six months of receiving a final response to your complaint from us;
    • No more than one year from the date of act/omission or;
    • No more than one year from when you should have reasonably known there was cause for complaint

Separately, information relating to reporting concerns about an alleged breach of the SRA rules and regulations including the SRA Accounting Rules should be referred to the Solicitors Regulation Authority (SRA). Further information is available at www.sra.org.uk and they may be contacted at Solicitors Regulation Authority The Cube 199 Wharfside Street Birmingham B1 1RN Telephone number: 0370 606 2555.

 

 

 

 

 

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