COMPLAINTS & COMPLAINTS PROCEDURE
We regard any complaint, big or small, as an expression of dissatisfaction. OP Law is committed to providing a high-quality service. If, however, you have a complaint or are dissatisfied with our service, please tell us about it. This will help us to resolve your difficulty and improve our standards.
If you have a complaint, start by speaking to the person handling your case. If an issue arises which cannot be resolved, please then discuss the problem with the person with overall responsibility for your matter as set out in our Letter of Engagement and our Terms of Business. If your matter still remains unresolved, please then contact our nominated Compliance Officer for the Legal Practice (COLP) Joel Onyems. He can be contacted on 01727 790 510, by email at firstname.lastname@example.org or write to him at:
OP Law Limited
Ground Floor West
St Peters House
45 Victoria Street
Hertfordshire AL1 3WZ
- You should receive an acknowledgement of your complaint within 5 working days, asking you to confirm or explain the details as set out (if necessary).
- Your complaint will be recorded in our central register.
- We will acknowledge your reply if any, and will confirm what will happen next. You can expect to hear from us within 5 working days of our receiving your reply.
- We will then start to investigate your complaint and inform you of the timescale within which we anticipate being able to respond. This may involve one or more of the following steps:
- Examination of your file
- Discussion with the member of staff and supervising Partner
- We will then either write to you within 21 days of the date of receipt of your letter of complaint, and or invite you to meet the supervising Partner to discuss and hopefully resolve your complaint.
- If we meet with you, we will, within 14 days of the date of that meeting, write to you to confirm what took place and any solutions that we have agreed with you.
- If you do not want a meeting or it is not convenient, we will send to you within 35 days of the date of receipt of your letter of complaint, a detailed reply to that complaint. This will include our suggestions for resolving the matter.
- OP Law Limited is committed to providing a high-quality service. If, for any reason, you are still unhappy with our service or the bill, and if we are unable to resolve your concerns as explained in our original letter of engagement, you may be able to ask the Legal Ombudsman to consider your complaint. The Legal Ombudsman provides a non-judicial means of dispute settlement for those cases that fall within its remit, their contact details are as follows:
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within six years of the act or omission complained of, or three years from when you should have known about the complaint.
As well as your right to complain about any of our bills under our complaint’s procedure, you can also apply for the bill to be assessed by the court under Part III of the Solicitors Act 1974. If you make such an application, the Legal Ombudsman may not consider your complaint.
- You should be aware that, when your complaint relates to a bill the Legal Ombudsman will not consider your complaint while your bill is being assessed by the Court.
- If we have to change the timescales above, we will let you know and explain why.
- You are also entitled to contact the Solicitors Regulation Authority about us. Please note that the Solicitors Regulation Authority does not deal with issues of poor service which as detailed above should be referred to the Legal Ombudsman. The Solicitors Regulation Authority will consider, for example, any concerns relating to discrimination, dishonesty, taking or losing your money or breaches of their principles. If you wish to report any concerns to the Solicitors Regulation Authority you can do so by