Complaints Policy

Alexandra James Lawyers & Consultants aim to offer all our clients an efficient and effective service and we are always happy to discuss your case with you. If you have any concerns about the service provided, you may call or write to Victoria Ibe-Bayley. If she cannot resolve the matter on an informal basis, we will provide you with our complaints procedure which is also available on our website. All Solicitors must attempt to resolve problems that may arise with their service. It is therefore important that you immediately raise any concerns you may have with us. We value you and would wish that you be satisfied with the services provided for you.

 Stage 1

We will acknowledge your complaint within 3 working days of receipt of your complaint. Our client care Principal, Victoria Ibe-Bayley will investigate your complaint by reviewing your file and speaking to the fee earner who had conduct of it. She will then invite you for a meeting to discuss and hopefully resolve your complaint. This would normally be done within 14 days of sending you the acknowledgement letter.  Victoria Ibe-Bayley will then write to you to confirm what took place and any solutions she has agreed with you within three days of the meeting.  Where you would prefer not to have a meeting or are unable to attend, Victoria Ibe-Bayley will send you a detailed written reply to your complaint, which will include her suggestions for resolving the matter. This letter will be sent to you within 21 days of sending you the acknowledgement letter.  Manyi Ebot- Ntui, our business continuity partner will be responsible for handling complaints about Victoria Ibe-Bayley.

 Stage 2

At this stage, if you are still not satisfied, you should contact us again and we will arrange for another person who is not connected 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. 

 Stage 3

However, if you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman has strict timelines. The time periods for reporting a complaint to the Legal Ombudsman is no longer within six months of receiving our final response to your complaint.

You now need to refer your complaint to the Legal Ombudsman no more than one year from the date of the act or omission being complained or no more than one year from the date when you should reasonably have known that there was cause for complaint.

You can contact the Legal Ombudsman via post at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. You can also email the Legal Ombudsman  at or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas.  
We are also regulated by the Solicitors Regulation Authority (SRA). The SRA provide arrangements for complaints and redress if something goes wrong. You can complain to them in writing via The Cube, 199 Wharfside Street, Birmingham B1 1RN. You can also email the SRA at or ring them on 0370 606 2555.