Complaints Procedure

Eagle Solicitors - Complaints Handling Procedure

In this Complaints Handling Procedure the words "we'', 11our· and "us" mean Eagle Solicitors a firm with a Recognised Sole Practitioner, namely Miss Ann Woolery. The firm is authorised and regulated by the Solicitors Regulation Authority.

Eagle Solicitors is committed to promoting equality and diversity. This Complaints Procedure will be applied in accordance with our Equality and Diversity Guidance and Policy. Should you require an adjustment to be made to our complaints process, then you should not hesitate to request the same and we will do _all that we can to accommodate your needs.

Our complaints policy

We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

We will not charge you for handling your complaint.

Our Complaints Procedure

If you have a complaint, please contact us- Clo Ann Woolery, 163 Kennington Lane London SE11 4EZ, Tel No: 020 78400671, fax -020 3242 0001 and by email - ann@eaglesolicitors.com

What will happen next?

  • 1. We will send you a letter acknowledging receipt of your complaint and enclosing a copy of this procedure, within [7] days of us receiving your complaint.
  • 2. We will then investigate your complaint. This will normally involve passrng the file to our Client Care Solicitor, the Principal (Ann Woolery), who will review the case file and speak to the member of staff who acted for you
  • 3. Ann. Woolery will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within [14] days of sending you the acknowledgement letter.
  • 4. Within three working days of the meeting, Ann Woolery will write to you to confirm what took place and any solutions she has agreed with you.
  • 5. If you do not want a meeting or it is not possible to hold one, Ann Woolery will send you a detailed written reply to your complaint, including suggestions for resolving· the matter, within [21] days of sending you the acknowledgement letter.
  • 6. At this stage, if you are still not satisfied, you should contact us again. With your consent, arrangements will then be made for another solicitor to review your complaint and Ann Woolery's decision. You will be advised of how long this will likely take.
  • 7. 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.
  • 8. If you are still not satisfied, you can then contact the Legal Ombudsman at enquiries@legalombudsman.org.uk or PO Box 15870, Birmingham 830 9EB, about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of receiving our final written response about your complaint or within 12 months of the act or omission about which you are complaining occurring (or you becoming aware of it). Further information can be obtained from the Legal Ombudsman (tel: 0300 555 0333 or enquiries@legalombudsman.org.uk).

If we have to change any of the timescales above, we will let you know and explain why.