Complaint Procedure

   

Our goal is to provide a clear and accurate legal  service in a timely manner. Clients' satisfaction is a priority for us and we wish the service you receive to reflect these principles. That is why  we welcome hearing from you if you ever believe that our service has  fallen short of these objectives


What happens next?


First stage

  • In the first instance, please raise your concerns directly with the  person dealing with your case or transaction by email, post or over the  phone.
  • If you feel that it is too delicate for you to raise this directly  with them, or they have not addressed all your concerns to your  satisfaction, you should raise your concerns with their manager, if any. 
  • If neither your lawyer nor their manager can resolve your concerns  to your satisfaction, your complaint will reach the second stage.

Second stage

  • You may progress your complaint to our Compliance Officer for Legal Practice and Managing Director, Solicitor Alain-Christian Monkam.
  • When you do so, please set out as much detail as possible regarding  your complaint. You may find the template letter on the Legal  Ombudsman’s website useful (www.legalombudsman.org.uk/).
  • We prefer to receive your complaint by post or email as we can then make sure we reply to all the points you raise:
  • BY POST
    Monkam Solicitors Limited
    142 CROMWELL ROAD
    KENSINGTON
    SW7 4EF LONDON UNITED KINGDOM 
  • or BY EMAIL contact@monkam-solicitors.co.uk
     
  • We will acknowledge receipt of your complaint within five working days.
  • We will tell you how long it will take us to investigate your  complaint. This normally is around three or four weeks but it could be  less or more (either due to the circumstances of your complaint, illness  or holidays). In any event it should never be more than eight weeks  after acknowledging receipt of your complaint.
  • We will review your file and if necessary talk to the person dealing  with your case.
  • We will send you the result of our investigation by email or post,  depending on how you contacted us in the first place or any preference  you may have. We may also offer to meet with you to discuss your  complaint and resolve it.
  • If we agree with you and we find the service you received was not as  we would have like it to be, we will work with you to try to find a way  to resolve your complaint.
  • If we find that your complaint does not support a finding of poor  service we will let you know the reasons why. We will let you know what  to do if you are unhappy with our decision: we will tell you whether we  agree to using Alternative Dispute Resolution, or whether your complaint  can proceed to Stage 3.

Third Stage

  • If you remain unhappy, you have the right to complain to the Legal  Ombudsman, an independent and impartial body, but you must do so :

- Within six months of receiving a final response to your complaint

and

- No more than six years from the date of act/omission; or

- No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ