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Our Complaint Procedure

It is our responsibility to provide you with legal services and represent you in the best possible way we can. With a workforce of competent and result-driven lawyers, we are certain at Emmanuel that success is non-negotiable. 

 

However, we also understand that our clients could retain a level of dissatisfaction towards our processes and during a legal battle. Therefore, to ensure maximum satisfaction is attained and no matter is left unresolved, our complaints procedure here has been designed to guide all clients on the process of lodging a complaint.

Complaints Procedure

We pride ourselves at Emmanuel as a paradigm of honesty and integrity to serve high-quality legal advice and counsel; hence, we take all complaints seriously and will learn from our mistakes to improve our performance.

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This firm is being regulated by the Solicitors Regulation Authority, so they can be of help to you, if your concern revolves around our behaviour towards you and it could be for issues like dishonesty, losing money as a result of our mishandling your work, treating you unfairly as a result of your race or ethnicity, your age, disability or other form of protective characteristics.

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You can contact the Solicitors Regulation Authority.

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AIMS AND OBJECTIVES

We will treat complainants with courtesy and respect at all times. Our policy has three main aims and objectives:

  • To provide a user-friendly way for people to complain about any unsatisfactory aspect of the service we have provided;

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  • To provide us with a procedure that helps us to respond quickly and efficiently to complaints that we receive;

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  • To help us monitor our complaints so that we can understand where we may be going wrong and improve the way we work. All complaints will be handled in confidence.

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Meanwhile, we phased our other complaint procedure into three key stages below:

First Stage

We should like to think that you would be pleased with our service. However, if there is any aspect that causes concern, please address your complaint in the first instance, to the individual assigned to the case, who will make sure that the matter is resolved. 

 

The complaint will be recorded officially within a 24 to 72-hour period and reply with a confirmation mail, indicating an open investigation towards the complaint received.

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Second Stage

Where the complainant is not satisfied with the first instant individual’s solution, it will then be referred to the Principal Solicitor, Mr. Innocent Ikechukwu, who is the firm’s overall supervisor with ultimate responsibility for resolution of all complaints.

 

All complaints will be investigated properly and resolved according to the nature of the issues. A mail to confirm the closure of the complaint case will be sent after investigation and all resolutions would be concluded.

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Third Stage

In the final event that the firm’s action taken does not resolve the complaint and complainant remain unsatisfied after exhausting our internal complaints procedure, you may take the matter up with the Legal Ombudsman.

 

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

 

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint and

  • No more than six years from the date of act/omission; or

  • No more than three years from when you should reasonably have known there was cause for complaint.

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Contact Details:

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Legal Ombudsman, PO Box 6167, Slough, Berkshire, SL1 0EH

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By Telephone: 0300 555 0333.

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By email: enquiries@legalombudsman.org.uk . They are open 9.00am to 4.00pm Monday to Friday.

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Remedies

A complaint that has been upheld or partially upheld at our first or second stage may attract one or more of the following remedies:

  • A full acknowledgement and explanation of any poor service;

  • An apology

  • Appropriate action to rectify the situation for the complainant;

  • appropriate recommendations for action to improve our practices or procedures.

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Storage and Retrieval of Documents

On conclusion of your case, your case file will be archived (stored) for a period of 6 years from date of closure.

 

You may request for copy of your entire case file within this period. Please note however that we may levy a reasonable charge to cover the overheads of retrieving a case file. In most cases, this charge will be equivalent to one hour of billable time.

 

You may avoid this charge by requesting for your case file to be sent to you immediately upon conclusion of your case. Please note however that the copyright in all documents prepared by this firm shall remain the property of the firm.

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