Our Complaints Policy

Samuel Louis Solicitors Complaints Procedure

We are committed to providing a high-quality legal service and client care to all our clients. However, when something goes wrong, we need you to tell us about it. This will enable us endeavour to resolve the issue and also help to improve our standards. If you have a complaint regarding our advice, service or fees please contact us with the details. We seek to resolve such issues as adequately, fairly and promptly as possible with a view to reaching a satisfactory conclusion for all concerned. It is usually helpful to initially contact the member of staff handling your case to discuss any concerns you may have. We will endeavour to reach a satisfactory resolution at this stage but if that is not possible, you can proceed to further steps in our Complaints procedure.

What will happen next?

1. Complaints can be sent in writing to our Complaints Manager, Luke Ukonu, Samuel Louis Solicitors, 17 Deptford Church St., London SE8 4RX, by email to info@samuellouissolicitors.com or by telephone on 020 86178408. If you are still not happy with the decision by the Complaints Manager, please book an appointment to see Sam Ezeh, the Principal of the firm, who will look into your complaint with a view to resolving.
2. We aim to resolve your complaint within eight weeks of your notification. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
3. We will then investigate your complaint. Mr. Samuel Ezeh, who will review your matter file carefully and comprehensively with the member of staff who acted for you.
4. You will then be invited to a meeting with Mr. Samuel Ezeh to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter
5. Within three days of the meeting, we will write to you to confirm what took place and any solutions that has been agreed with you.
6. If you do not want a meeting or it is not possible, you will be sent a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.
8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
9. If you are still not satisfied, you can then contact the Legal Ombudsman (LeO) at PO Box 6167, Slough SL1 0EH about your complaint. You can also e-mail the Legal Ombudsman (LeO) at enquiries@legalombudsman.org.uk or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)'s website: www.legalombudsman.org.uk.
10. Please note that the time limit for complaint to the LeO is within one year from the act/omission or one year from realising the cause of complaint. Any complaint to the Legal Ombudsman (LeO) must usually be made within six months of the date of our final decision on your complaint. The LeO tend to complete most of their investigations between 3-6 months but more complicated and complex matters can take up to one year.
11. You can also raise concerns about our dealings with you with the Solicitors Regulation Authority (SRA) by visiting www.sra.org.uk/consumers/problems/report-solicitor.page. You can as well contact the SRA by writing to their Birmingham office address at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or their London office (Solicitors Regulation Authority, 2nd Floor, 24 Martin Lane, London, EC4R 0DR). Furthermore, you may contact the SRA by telephone on 0370 606 2555 (from inside the UK), on +44 (0)121 329 6800 (for international callers).