If you have any concerns about the service provided, you may call or write to Ms Ibe. 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.
We will acknowledge your complaint within 3 working days of receipt of your complaint.
Our client care Principal, Victoria Ibe 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 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 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.
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.
However, if you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint; or within six years of the act or omission about which you are complaining occurring or if outside of this period, within three years of when you should reasonably have been aware of it.
You can contact the Legal Ombudsman via post at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. You can also e-mail the Legal Ombudsman at email@example.com or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas.
Alexandra James Lawyers and Consultants is a firm authorised and regulated by the Solicitors Regulation Authority
(SRA No. 645118).
0203 857 4856
Monday - Friday | 9am - 5pm