TNA SOLICITORS COMPLAINTS HANDLING MANUAL
Our complaints policy
TNA Solicitors is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
There may the times when clients feel unhappy with the service they receive and wish to complain.
If you wish to make a complaint or have some concerns about our services, please contact us as soon as you are aware of the problem so this can be addressed.
A Client Complaint Form could be requested from the Office Administrator. The office Administrator will enclose a copy of this procedure along with the Client Complaint Form.
Once we receive the client’s completed Client Complaint Form, we will acknowledge the receipt within 5 days and will ensure that it is thoroughly investigated, and we will promptly let you know the outcome of our investigation. We will ensure that the investigation at stages 1 and 2 does not exceed 21days respectively. If we have to change any timescales set out above, we will let you know and explain why
Our complaint officer is David Ashogbon
Where the complaint is concerning David Ashogbon, such complaint shall be handled by our Lolia Oruamabo
As a practice, our complaint procedures can go through three (3) stages.
It is our view that complaints may arise due to lack of clarity from the fee-earner and as a result, we always encourage any compliant with regards to the quality of work and advice be made to the fee-earner in the first instance.
We would expect that the complaint is put in writing and forwarded to the office to the attention of the fee-earner. Such complaint will then be lodged in the Office Complaint Book by the Officer Administrator before passing it to the fee-earner
Once the fee-earner receives the complaint, s/he promptly responds to the complaint either in writing or by arranging a face to face meeting with the client and document his or her response. A copy of the complaint will be kept on the casefile and entered into the Complaint Book.
The Complaint Book shall be reviewed monthly by the Compliant Officer.
If the client expresses satisfaction with the fee-earners response, the complaint procedure then ends at this stage and an entry is made in the Complaint Book that the Compliant is closed.
If the client is still not satisfied with the response of the fee-earner, s/he will have to indicate their dissatisfaction in writing and request that the matter be escalated to the Complaint Officer which is the next Stage.
Once the Complaint Officer receives the complaint, they will acknowledge receipt of the complaint to the client.
The Complaint Officer will then request that the fee-earner put in writing his or her position with regards to the complaint.
Once the Complaint Officer has received the written position of the fee-earner and the details of correspondence between the fee-earner and the complainant, they will review the case and if need be, arrange a meeting with the client.
Once the Complaint Officer concludes their investigation, they will have to respond to the client in writing, setting out their findings.
If upon investigation, it was found out that the fee-earner has committed a gross professional negligent act in the conduct of the case or found to be in breach of ethical code of conduct, the Complaint Officer will have to formally report the fee-earner to the appropriate professional body.
The Complaint office will then propose a process of redressing the issues complained of with the client.
Should the Complaint Officer find that there is no case to be answered by the fee-earner, they will also notify the client and give him or her option of the third stage which is the Legal Ombudsman.
Should the client be dissatisfied with the finding of the Complaint Officer or feels that the compensation been offered is not adequate enough, s/he does have the option of making a further complaint to the Legal Ombudsman.
The client will be provided with various literatures of the working of the legal ombudsman.
Should the client go ahead and complain to the Legal ombudsman, the firm will ensure that it cooperates and assist the Legal Ombudsman in the thorough investigation of the complaint.