T&A Solicitors are committed to providing an excellent standard of service to our clients. We value feedback from clients greatly because it helps us to improve our service continually. If you do not feel that you are receiving excellent client service, or that something could be improved, please do tell us about it.
If we have fallen short of the high standards we have set for ourselves then we would like the opportunity to put things right. In that event, please raise the concern either with the person at T&A Solicitors responsible for supervising the relevant matter, the person with whom you usually deal or our senior complaints partner Dr Claude Bernard Tene Nengou.
HOW TO MAKE A FORMAL COMPLAINT UNDER THIS POLICY:
To enable us to investigate and provide a thorough response to your concerns, we will need to form a good understanding of the issues. We would welcome hearing from you by email or by post with a brief explanation of:
- Why you feel dissatisfied with the service you have received.
- How you would prefer to be contacted about your complaint going forward.
- If there is anything in particular that you would like us to do to resolve your complaint.
Please address your concerns to:
- info@teneandassociates.co.uk
- The Nucleus, Brunel Way, Dartford, England DA1 5GA, United Kingdom
If you would prefer not to send written details of your complaint in this way then please call to speak to our senior partner to discuss the best way to get an understanding of your concerns.
WHAT HAPPENS AFTER you HAVE MADE A COMPLAINT under our process?
We will:
- Send a written acknowledgement of your complaint within seven days of receiving it.
- Investigate the concerns and arrange a discussion with you to try to agree on how to resolve the issues within 21 days of receiving your complaint, which may include reviewing your matter file and related records, and discussing the issues with the team working on your matter.
- Let you know promptly if we need any further information from you to assist our investigation.
- Write to you to provide a formal Final Response to the Complaint setting out the conclusion of our investigation and any proposals to rectify or resolve the matter. We will always aim to provide this response as soon as possible, but the process may take up to eight weeks from receipt of your complaint. In exceptional circumstances, we may need to extend these timescales. If this occurs, we will let you know in writing and try to agree on any variations with you first.
- Remind you that you may be entitled to refer your complaint to the Legal Ombudsman and provide details for doing so, at the end of our complaints process.
We will not charge you for investigating and responding to your complaint.
CONTACTING THE LEGAL OMBUDSMAN
If the problem cannot be resolved using this procedure you may be able to apply to refer your complaint to the Legal Ombudsman, which operates a complaints and redress scheme.
For further information about the Legal Ombudsman scheme, including whether you are eligible and the applicable time limits, you should contact 0300 555 0333 or visit their website.
The Solicitors Regulation Authority (SRA) can help you if you think a solicitor might have breached the Code of Conduct or SRA Principles. Reports can be made through the SRA website. Visit the SRA for further information.