If you have tried the informal complaint procedure, or it is inappropriate to use it, you are welcome to write to our designated Complaints Handler who is Mrs Louisa Fotabe Nkohkwo. She has overall responsibility for complaints and her role is to ensure that your complaint is dealt with seriously and investigated carefully.
How to contact her:
- Write to her at Mrs. Louisa Fotabe Nkohkwo, Eagles Solicitors, 26 Abbey Parade, Merton High Road, Wimbledon, London SW19 1DG
- Call her on 0208 543 3938 between 9.30 am -5.30 pm Monday to Friday.
- Email her at louisa@eagleslaw.co.uk
- View her profile page here
It would be most helpful if you could put your complaint in writing. Download a formal complaint letter template from the Legal Ombudsman | LeO website to proceed. However, if you wish to speak to her please ring her secretary on 0208 543 3938. What she needs to deal with your complaint is:
- Your full name
- Details of your complaint
On receipt of your formal complaint, she will:
- Send an acknowledgement of the complaint within 4 working days and inform you who will be dealing with your complaint and how long it will be before you can expect a detailed response.
- Record your complaint in a separate complaint file.
- Investigate your complaint carefully by reference to the file on the matter.
- Ask questions, if necessary, of you, to the relevant fee earner, Head of Department and any other member of staff.
- Report her findings to you as soon as possible.
- Comply with the Solicitors Regulation Authority | SRA and Legal Ombudsman | LeO requirements to resolve your complaint within 8 weeks (we aim that this will be achieved in a shorter period).
(* Generally your complaint will be dealt with personally by Louisa but she may delegate the task sideways to another Partner for reasons of efficiency or particular expertise).