Complaint

Complaint Procedure

At Atlantic Solicitors we are committed to delivering an outstanding service to our clients. If you are a client and are dissatisfied with any element of our service to you (including your bill), at the first instance please contact the Solicitor or Caseworker responsible for your matter, the applicable Head of the Department (details of our Heads of Department are available via our website)

You can also contact the firm’s Complaints Officer as detailed in your Client Care Letter who will be happy to discuss the matter with you, and, if applicable to the matter, the firm's Complaints Officer will initiate our Client Complaints Procedure (which we will send out to you on request).

If for any reason we are unable to resolve this internally, you may contact The Legal Ombudsman for England and Wales who deal with complaints against lawyers registered in England and Wales at:

The Legal Ombudsman
PO Box 15870, Birmingham B30 9EB, UK
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: https://www.legalombudsman.org.uk

The time limit for referral of complaints to The Legal Ombudsman is ordinarily six months from when you receive our final response to your complaint, and one year from when you realised there was a concern. If your complaint is about your bill, you may also apply to the court for an assessment of the bill under Part III of the Solicitors’ Act 1974.

Please note that if all or part of our legal fees or bill remains unpaid, we may be entitled to charge interest.

Having received your formal complaint, our Complaints Officer will initiate the following:

1. Acknowledge your complaint within 2 working days of receipt and inform you who will be investigating your concerns.

2. We will find out what happened, usually by reviewing your file and by talking to the person who acted on your matter. Sometimes we may require further information which may mean that we will telephone you or meet with you. We will tell you how long this will take and we will endeavour to take your personal circumstances into account.

3. We will then conduct, in-house, a thorough investigation and tell you the outcome in the agreed timescale, and where appropriate, we will suggest a solution or remedy.

4. We hope that you will be satisfied with our conclusions. If you are unhappy please contact our Managing Partner, Mr Dele Odusanya, in writing. You can do so by email or post to: deleo@atlanticsolicitors.com or Atlantic Solicitors, Suite 206 Island Business Centre, 18-36 Wellington Street, London, SE18 6PF. Mr Odusanya will arrange a further review by a senior solicitor or partner who was not previously involved in the complaint. We will tell you who will investigate your complaint and how long the investigation will take. After fully investigating your complaint we will give you our final response and explain the reasons behind the decision.

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