This is where we describe our Complaints procedure.
BlackBird Solicitors Complaints Procedure
Our complaints policy
Providing a high-quality legal service to all our clients is our commitment. When something goes wrong, we need you to tell us about it. In the first instance, it is helpful to contact the person who is working on your case to discuss your concern. We will do our best to resolve any issues.
If you would like to make a formal complaint, then please read our full complaints procedure (below). Making a complaint will not affect how we deal with your case. Rather, this will help us to improve our standards. If you have a complaint, please contact us with the details.
What will happen next?
We aim to resolve your complaint within eight weeks of your notification. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our client care Director, Mr Olusegun Ajayi, who will review your matter/file and speak to the member of staff who acted for you.
Mr. Olusegun Ajayi will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Mr. Olusegun Ajayi will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Mr. Olusegun Ajayi will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.
If we cannot resolve your complaint:
If you are still not satisfied or if we are unable to resolve your complaint, the Legal Ombudsman can help you. They will look at your complaint independently and it will not affect how we handle your case. Your complaint to the Legal Ombudsman must usually be made:
- Within six months of the date of our final written response on your complaint and
- No more than six years from the date of the act/omission; or
- No more than three years from when you should reasonably have known there was cause of complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Concern or unhappiness about our behaviour:
If our behaviour is of concern, the Solicitors Regulations Authority can help. This could be things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority
199 Wharfside Street
Telephone: 0370 606 2555
Alternative Dispute Resolution:
There are other alternative complaints bodies that can assist you in dealing with any dissatisfaction that you have about legal services where there is an agreement to do this between a client and their solicitor such as Pro Mediate, trading standard. We do not agree to the use of alternative complaint bodies as the Legal Ombudsman is well equipped to deal with complaints against law firms.