We are committed to providing a high quality legal service to all our clients.  However in the unlikely event that you are unhappy about our services, we need you to tell us about it.  This will help us to improve our standards.

Steps taken to deal with your complaint

1. First speak to the fee earner who dealt with your case or if you do not wish to  discuss the matter with him/her, then speak to Mrs Yemi Daniel the Senior Partner of the firm.  You can do this by writing or by telephone.

2. We will send you a letter acknowledging your complaint and to confirm the name of the person who would be investigating your complaint, within 3 working days, enclosing a copy of this complaints procedure.

3. The person dealing with your complaint will start to investigate your complaint and produce a report/reply and suggested solutions.

4. This would be passed on to the Senior Partner, to examine the reply and the information in your complaint and if there are any queries, address it with the person who is dealing with your complaint.
   
   
5. The Senior Partner will then arrange for a meeting to discuss with you and hopefully resolve your complaint.  She will do this within 14 working days from the date of our acknowledgement letter.

6. She will write to you within 3 working days of the meeting, to confirm what took place at the meeting and any solutions he/she has agreed with you.

7. If you do not want a meeting, or if it is not possible, the Senior Partner will send you a detailed reply to your complaint.  This will include her suggestions for resolving the matter. She will do this within 21 working days of our acknowledgement letter.

8. At this stage, if you are still not satisfied you should contact us again.   Mrs Daniel will investigate your complaint again and review the decision. Mrs Daniel will respond to you within 10 working days.

9.  If Mrs Daniel dealt with your complaint in the first instance, then we will refer you to another Solicitor, with whom we have arrangement to look into your complaint again and to review the decision.  We will let you know within 10 working days of the decision and suggested resolution.  

10. Also, if your complaint is about Mrs Daniel and you are not satisfied with her response, having taken all the steps above, then again, we shall arrange for another Solicitor to look into your complaint and to review our decision. We will let you know within 10 working days of the revised decision and suggested resolution

11.  Alternatively, we will invite you to agree to independent mediation within 5 working days of receiving your further complaint.  We will let you know how long this process will take.

12.  At this stage we will write to you confirming our final position to your complaint and to explain our reasons for that position

13. If you are still not satisfied you can contact The Legal Complaints Service of, Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE about your complaint.   Their website is www.legalcomplaints.org.uk  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.

14.  Any complaint to the LCS must usually be made within 6 months of the date of our final decision.  For further information, you should contact the LSC helpline on 0845608 6565.

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

We thank you for your co-operation.

Daniel & Partners.