OUR COMPLAINTS HANDLING PROCEDURE

We take your complaints very seriously

Tyndel Solicitors aim to provide a high standard legal service to all our clients. While it remains our utmost intention to avoid fault, we understand that things can go wrong sometimes. We endeavor to deal with it promptly and efficiently as soon as we are made aware of it. We also learn from it and use it to improve our service.

Do you have a complaint?

As must have been stated in our clients care letter, please contact the solicitor that dealt with your matter or the supervisor. These details can be found in our engagement letter which you received at the onset. We can deal with your complaint by phone in the first instance, by letter or email, as you prefer.

If you wish to address someone else, please contact our Practice Manager.

Steps we take to resolve your complaint

1. If your complaint cannot be resolved after your initial contact, we shall send acknowledgement letter to you and enclose a complaint form. The complaint can be escalated immediately we receive the form back by sending it to the Practice Manager.

2. Upon receipt of the form from you, the matter will be fully investigated and reviewed. The staff who acted on your matter would also be interviewed.

3. The next step is to send a detailed written reply to you with suggestions for resolving the matter within 21 days of receiving the complaint form.

4. If you are still dissatisfied with the outcome, the Managing Director, Tyndel Ezechi, will arrange for a review of the decision and try to find a way to resolve the matter to your satisfaction.

5. Tyndel Solicitors will write to you within 14 days of receiving any request for a review, confirming the final position of the complaint with an explanation.

6. After all the above steps and you remain unsatisfied with the outcome, you can refer the complaint to the Legal Ombudsman, an independent organisation set up to deal with complaints against solicitors and legal professionals. Their contact detail is on the next page. But it is useful to note that any complaint should be made within 6 months.

Contacts

Practice Manager: Tyndel Ezechi
Tyndel Solicitors
115 Bellmaine Avenu
, Corringham
Stanford Le Hope
SS17 7SZ

Email:[email protected]

Legal Ombudsman: Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Phone: 0300 555 0333