COMPLAINT PROCEDURE

Our aim is to provide an efficient and high-quality legal service to all our esteemed clients in a friendly manner. However, when you feel dissatisfied or have concerns about the service we have provided, we expect you to inform us immediately so that we can rectify and address your concerns. We will do our best to deal with your complaint very quickly and it will not affect our relationship.



Starting your complaint

1. In the first instance, the complaint should be directed to the person who is handling your case at the Firm. This can be in writing or via telephone. That person should be able to deal with your complaint at that stage.


2. If you feel are dissatisfied with the response you received or not comfortable speaking with your case handler, you may make a formal complaint in writing or via email to our address at info@audulaw.co.uk or by post to Audu & Co. Solicitors, 176 Caledonian Road, Kings Cross, London N1 0SQ. Please provide detailed information about your complaint.



What happens next?

1. You will receive an acknowledge mail or letter from us within three working days of receiving your complaint.


2. We will pass your complaint to our client care director who will review your file and investigate your complaint together with your case handler.


3. During the investigation, our client care director may contact you to clarify the issue raised and resolve your concerns amicably.


4. If it is not possible to resolve your concerns by telephone, you will be invited to a meeting for discussion with the hope of resolving your complaint. This process should be concluded within fourteen days of receiving your complaint.


5. Within three days of the meeting, the client care director will send you a confirmation letter containing your concerns and the agreed solutions at the meeting.


6. If scheduling a meeting with you is not possible, the Senior Partner will provide you with a detailed written reply to your complaint within twenty-one days of sending you the acknowledgement letter.


7. If you are still not satisfied, you should contact us again for a review and we will reply you within fourteen days for our final positions to your complaint.



What will I do if my complaint is not treated or resolved?

1. The Solicitors Regulation Authority can help you if you are concerned about our attitude in handling your complaint. This could be for dishonesty on our part, losing your money or not treating you fairly. You can raise your concerns about our services with the Solicitors Regulation Authority or follow the link: http://www.sra.org.uk/consumers/problems/report-solicitor.page

Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN (map of location) or DX 720293 BIRMINGHAM 47
Phone: 0370 606 2555, +44 (0)121 329 6800
Email: contactcentre@sra.org.uk


2. Also, you can send your complaint to the Legal Ombudsman. They will carefully look at your complaint independently and it will not affect how we handle your case.

However, the Legal Ombudsman will first check that you have tried to resolve your complaint with us before accepting your complaint for investigation. If they are satisfied that you have taken those steps, they will accept your complaint:

  • • 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.


For more information about the Legal Ombudsman, please contact:
Visit: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Address: PO Box 6806, Wolverhampton, WV1 9W.
Call: 0300 555 0333 between 9am to 5pm


We will do our best to address your concerns and achieve a satisfactory resolution.

COST INFORMATION

Majority of our work are publicly funded because we have Legal Aid Contract in Family, and Crime cases.


Where Legal Aid is not available due to means requirements, we would charge a fee for our services such will attract VAT.


Our Charges are based on hourly rate between £250 to £350 per hour depending on the grade of the case handler.


Our fees do not include any out of pocket expenses which we have to make. They are chargeable and the invoices render on the client’s behave would be passed on to the client subject to prior approval of the client.


This is a general fee structure for all private work. A detailed charging information which include travel and waiting, telephone calls received or outgoing, letters written or received, would be provided at the initial stage of obtaining instruction.


Generally, once it is agreed, a client care letter setting out the information would be provided to the client to confirm terms of agreement.