Our complaints handling procedure
All our clients are advised in writing at the outset of their case or matter of the firm's complaints procedure and to whom complaints should be addressed. We regard any expression of dissatisfaction in any form and from any source as a possible complaint. In the first instance, complaints concerning matters we are dealing with should be sent either to the person with conduct of the matter (named in all correspondence) or, if that is not considered appropriate, to our complaints handling partner, Yemi Daniel. If you have any complaints about matters relating to our website, you can complete our feedback form.

Once communicated, we will first try to establish whether what is being made is an expression of dissatisfaction or a formal complaint. We regard the following as constituting formal complaints:

• The complainant states, verbally or in writing, that what is being made is a complaint (as opposed to an expression of dissatisfaction) irrespective of to whom the complaint is addressed
  
  
• The complainant is not satisfied with the actions of the person with conduct of the matter or other person dealing with the expression of dissatisfaction so that further action is required
  
  
• The caseworker or other person dealing with the matter considers it sufficiently serious to warrant recording as a formal complaint
  
  
• Any "expression of dissatisfaction" which is referred directly to the complaints handling partner

On receipt of formal complaints, the following procedure applies:-
Confirmation of receipt of the complaint will generally be provided to the complainant within 2 working days together with notification that a full response will be provided, again in writing, within 14 days. The acknowledgement will also identify the name of the person dealing with the matter. The acknowledgement may be by telephone contact to the complainant by the complaints handling partner.

The matter is then investigated by the person appointed to deal with the complaint so that a full reply can be provided within 14 days. If for any reason it turns out as a result of the investigation or enquiries that it will not be possible to provide a full response within the 14 day period, the person handling the complaint will notify the complainant as soon as that becomes apparent and in any event within that 14 day period.

Further complaint
In the event that the matter is not resolved by the response of the person initially appointed to deal with the complaint, a further complaint should be lodged with the complaints handling partner, Yemi Daniel. If the initial complaint was directed to Mrs Daniel, then the further complaint should be directed to the other partner in the firm. Once the further complaint is received, an initial acknowledgment will be sent to the complainant by the person appointed to deal with the matter within 2 working days, again advising that the matter will be investigated and a full response provided within 14 days. In the normal course of events, a full response will duly be provided within 14 days but if the enquiry or investigations reveal that further investigations will delay the process beyond 14 days, the complainant will receive notification accordingly as soon as this is apparent. The complainant will also be notified in such circumstances when it is likely that a full response to the complaint will be provided.

Unresolved matters
If the complaint remains unresolved after initial investigation and further complaint as outlined above, further complaint may be made to the Legal Complaints Service. When filing a complaint it should be pointed out that it has not been possible to resolve the matter through the firm's complaints handling procedure.