We are committed to providing a high – quality legal services to all our clients. When something goes wrong, we need you to tell us about it as this will help us to improve our standards.
If there is a cause for complaint, we would request that complaints are made in writing and addressed to our Rachel Uko our C/o The Client Care Department Joseph Mynah Solicitors 667 High Road, London, N17 8AD
Alternatively, please contact our switchboard on 0208 365 9940 and ask to be put through to the Client Care Department. Your complaint will be formally acknowledged and the full procedure that will be followed in dealing with your complaint will be explained to you at that time.
We aim to resolve your complaint within eight weeks of your notification.
We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of our Complaints Policy and Procedures.
We will then investigate your complaint. This will normally involve passing your complaint to our Joseph ymynah Solcitors who will review your matter file and speak to the member of staff who acted for you. Our Business Continuity Partner Mang & Co Solicitors will be responsible for handling complaints once received.
We will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgment letter.
Within three days of the meeting, our Client Care Manager will write to you to confirm what took place and any solution that has been agreed with you.
If you do not want a meeting or were a meeting is not necessary, you will be sent a detailed written reply to your complaint, including any suggestions for resolving the matter within 21 days of sending the acknowledgment letter.
At this stage if you are not satisfied, you should contact us again and we will arrange for someone unconnected 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 reason.
If our Client Care Officer is away from the office, this period may be extended and if we have changed any of the timescales above, we will let you know and explain why.
If you are still not satisfied with our response and decision, you can refer your complaint to the Legal Ombudsman (LeO) at PO Box 6806, Wolverhampton WV1 9WJ. You can also email the Legal Ombudsman (LeO) at firstname.lastname@example.org or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.
Normally, you will need to bring a complaint to the Legal Ombudsman on the expiry of the 8 weeks of your bringing your complaint to us or 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. If outside of these period, then within three years of when you should reasonably have been aware of it. However, there are also exceptions when you can bring your complaints earlier to the Legal Ombudsman which are detailed on the Legal Ombudsman website which is www.legalombudsman.org.uk.
The Legal Ombudsman cannot accept a complaint if more than six years has passed since the act or omission complained of or (if the act/omission is more than six years old) more than three years have passed from when you should reasonably have known that there were grounds for complaint, in neither case can the relevant date be before 6th October 2010.
If your complaint is about your bill of costs, you can apply for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman cannot consider a complaint about the bill if you have applied to the Court for assessment of the bill. We may be able to charge interest on all or part of an unpaid bill.
You can also make a complaint or report a Solicitor to the Solicitors Regulation Authority (SRA) if there is any breach of the SRA Principles 2019 i.e. where you are unhappy or concerned about a Solicitors behaviour which can be for things like breach of justice and the rule of law, public trust and confidence in solicitors profession and in legal services provided, independence, honesty, integrity, equality diversity and inclusion and not acting in the best interest of clients. Full details of how you can raise your concerns about a Solicitor with the SRA can be found in the SRA website: https://www.sra.org.uk/consumers/problems/report-solicitor
We trust that we would be able to resolve between ourselves any issue that you are unhappy with. Indeed, we pride ourselves on the quality of service we offer and in the many satisfied clients we have. We would hope you would be another.