COMPLAINTS PROCEDURE

COMPLAINTS PROCEDURE

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.

Our complaints procedure:

If you have a complaint, please contact Sezgin Onay, our Complaints Manager. You can write to him at SeOn Solicitors LLP, Garden Studio 1 Unit 17, Mill Mead Industrial Centre

Mill Mead Road, London N17 9QU. We have eight weeks to consider your complaint.  If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.

What will happen next?

1. Within fourteen days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage. 

2. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.

3. If appropriate,  we will then invite you to meet Sezgin Onay to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 14 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write fully to you setting out our views on the situation and any redress that we would feel to be appropriate.

4. At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 14 days. This will happen in the following ways.

• The Complaint Manager will review his own decision

5. We will let you know the result of the review within fourteen  days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman that is in our intial client care letter. If you are still not satisfied, you can contact them about your complaint. We very much hope that this will not be necessary.