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Complaints Procedure

Our complaints policy

We are committed to providing a high-quality legal service to all our clients.  However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem. This will also help us to improve our standards. 

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then please contact us with the details. We have provided information below on the procedure. Making a complaint will not affect how we handle your case.

What will happen next?

  1. 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.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care Partner, Olawale Adisa, who will review your matter file and speak to the member of staff who acted for you.
  3. Olawale Adisa will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Olawale Adisa will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible, Olawale Adisa will send you a detailed written reply to your complaint, including his 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 and where possible, we will arrange for someone unconnected with the matter at the firm to review the decision.
  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 (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) between 9.00 to 17.00. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.
  9. 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 from us regarding your complaint and

not later than one year from the:

  • date of the act or omission being complained about; or
  • date when you the complainant should have realised that there was cause for complaint

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

What to do if you are unhappy with our behaviour

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 or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. 

Complaints About Personal Data

All complaints about how Oasis Solicitors manages personal data will be dealt with in accordance with the procedure set out below. At the time of instructing our firm, you would have received our Privacy Policy dealing with the data that we collect about you and how we use it. Some examples of complaints that might be raised about your personal data include:

  • Unlawful processing of Personal Data
  • Misuse of Personal Data
  • Unauthorised access to Personal Data
  • Loss of Personal Data

What to do if you have a complaint

If you have any concerns or problems with the way your personal data has been handled, please contact Mr Olawale Adisa, our Privacy Officer at Oasis Solicitors 8 The Village, Charlton, London, SE7 8UD.

To assist us in dealing with your complaint, please provide the following:

  1. Full name of the person lodging the complaint
  2. Contact details
  3. How the Personal Data was collected, if known
  4. Details of the complaint
  5. Timeframe over which the suspected wrongdoing occurred
  6. Documentary evidence in support of the complaint.

Complaint’s procedure

Upon receiving your complaint, we will confirm that your complaint will be investigated and provide you with an estimate of how long you should expect to wait to receive a full response. While we endeavour to respond as promptly as possible, response times will vary depending on the nature of the complaint.

Our Privacy Officer will investigate your complaint. You will be notified of the investigation outcome in writing within reasonable time and any action(s) taken if your complaint has been upheld.

You may refer your complaint to the ICO at any time if you are not satisfied.