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Complaint Policy

We aim at giving our client’s the best service, and are committed to providing high quality services. Whilst we hope that you will not have any complaints about our services, if you have, please first get in touch with the person dealing with your case. This will help us to resolve anything you are not happy about, relating to our service and to help us improve the high-level standard we deliver our services.

The way we deal with the complaint will depend on the manner it is brought to us. Complaints can be dealt with informally with the person dealing directly with your case. If you are not satisfied with that person’s response, you can make a formal complaint in writing to Mrs. Louisa Fotabe Nkohkwo, who is the Complaint Handler. She can be contacted through email at louisa@eagleslaw.co.uk or on phone on 0208 543 3938 between 9.30 am -5.30 pm Monday to Friday. If you choose to send a letter; it should be addressed to Mrs. Louisa Fotabe Nkohkwo, Eagles Solicitors, 26 Abbey Parade, Merton High Road, Wimbledon, London SW19 1DG.

What we need to deal with your complaint

  • Your full name
  • Details of your complaint

How we deal with the complaint

  • We can resolve it through a telephone call.
  • If you prefer to write to us by email or post, we will acknowledge it within 48 hours of receipt
  • When in receipt we will investigate the complaint, by speaking to the case owner and then go through the file in detail with a view to ascertain the issues raised in your complaints. The complaint handler of the office will investigate it by reviewing the file and addressing all the issues raised in the complaint.
  • After acknowledging your complaint, you will be invited to attend the office within two weeks to try and resolve it face to face with complaint handler for the firm. If you cannot attend the office, we can give you an opportunity to discuss it through the phone or any preferred method available to us.
  • Within a reasonable time, within four days of the meeting, will write to you to confirm what took place and what we have agreed with you.
  • In any case the case handler will send you a detailed written response to your complaint, including any suggestions for resolving it. This is done within three weeks of the acknowledging the complaint.
  • If at this stage you are not satisfied, we will suggest someone unconnected to our office to review, it this could mean someone at another firm unconnected with the matter to review our decision.
  • We will wait for your response and write to you within two weeks of receiving your request for a review, confirming our final position on your complaint, and explaining reasons, if there is a need.
  • If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact them on 0300 555 0333 or at enquiries@legalombudsman.org.uk. Note that their service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from their website.

What to do if you are unhappy with our actions

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like:

  • Dishonesty
  • Taking or losing your money
  • Any unfair treatment, because of your age, your race or religion; or due to a disability or other issues you deem necessary

If we cannot help you with, you may wish to contact the SRA to establish whether you can make a complaint to them. Visit their website to see how you can raise your concerns with them.

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