Our Complaints Policy and Procedures

At Tyndel Solicitors, we aim to provide a high standard of legal service to all our clients. Although our utmost intention is to avoid errors, we understand that things can sometimes go wrong. When they do, we endeavor to deal with the issue promptly and efficiently. We also learn from these incidents and use the insights gained to improve our services.

Do you have a complaint?

If you need to lodge a complaint, please first contact the solicitor who worked on your matter or their supervisor. Their details can be found in the engagement letter you received at the beginning of our service. We can initially address your complaint over the phone or through any other communication medium you prefer.

If you feel the need to speak to someone else, please contact our Practice Manager.

Steps We Take to Resolve Your Complaint:

1. If we cannot resolve your complaint after initial contact, we will send you an acknowledgment letter along with a complaint form. The complaint can be escalated immediately after we receive the completed form back from you.

2. Upon receiving the form, we will thoroughly investigate the matter and review the entire process. This includes interviewing the staff who worked on your case.

3. We will then send you a written reply within 21 days, suggesting other alternatives to resolve the matter.

4. If we are still unable to resolve the matter, the Managing Director, Tyndel Ezechi, will arrange for a review of the decision and attempt to find a resolution that satisfies you.

5. Tyndel Solicitors will write to you within 14 days of receiving your request for a review, confirming our final position on the complaint and providing an explanation.

6. If you remain unsatisfied with the outcome after all the above steps, you can refer the complaint to the Legal Ombudsman. This is an independent organization that handles complaints against solicitors and legal professionals. Their contact details are available at the end of this policy. Please note that any complaint to the Legal Ombudsman should be made within six months.

 Contacts:

Practice Manager: Tyndel Ezechi
Tyndel Solicitors
Office 4571
58 Peregrine Road
Hainault
Ilford
IG6 3SZ
Email: [email protected]

Legal Ombudsman:
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
0300 555 0333
[email protected]