North West London Law Centre

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Client care

Download a PDF of our Complaints Procedure – need one on NWLLC letterhead

 

Our commitment

 

We are committed to providing high quality legal services to all our clients. However we recognize that there may be occasions when things to do run as smoothly as you would expect. When this occurs we are happy for you to bring this to our attention so that we can address your concerns in order to improve our standards of service in the future.

 

We aim to deal with any complaints promptly, fairly, openly and effectively. (Lexcel  6.5 and SRA Code of conduct 2011 O1.9, O1.10, O1.11).

 

Complaint definition

 

We define a complaint as any written or verbal expression of dissatisfaction made by a client, approved supplier or other third party to any person in our organisation.

 

A complaint may be identified in a letter, telephone call, e-mail, fax or in the course of a face to face conversation. 

 

A complaint may involve:

However, issues of a very minor nature, for example, not returning a non-urgent telephone call until the following day are not recorded as a complaint.

 

We inform clients in writing at the outset of their matter of their right to complain and how complaints can be made. We are obliged to treat you fairly at all times and in accordance with regulatory requirements as set out in our Terms of Engagement in the provision of service to you and conduct of your case.

 

How you can raise your concerns

 

  1. In the first instance we would suggest that you raise these concerns with the person with the day to day handling of your case, who will try to help and resolve the matter informally. Alternatively, you may contact the supervising solicitor who is ultimately responsible for your matter.
  2. Formal Complaint.
  3. If you however feel that you still have cause for a complaint and wish to lodge a formal complaint, please write to the Client Care Department. When you write to us, please:

 

Sean Canning the Senior Solicitor, has overall responsibility for complaints. We have six weeks to deal with your complaint. If we have not resolved it within this time you can take this further to the Legal Omsbudsman.

 

The Client Care Department contact details are:

Client Care Department

Camden Community Law Centre

12 Greenland Road

London NW1 0AY

Email: admin@nwllc.org.uk

Tel: 0207 284 6510

 

What will happen next?

 

Stage Two- Review of your complaint

 

 

Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final letter of response from us regarding your complaint, and that either the issue happened within the last 6 years or you became aware of it within the last 3 years.

 

The Legal Ombudsman contact details are as follows:

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

Tel: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk