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 have up to eight weeks to consider your complaint. If we are unable to resolve your complaint within this time, or if you remain dissatisfied following our final response, you may refer your complaint to the Legal Ombudsman.

The Legal Ombudsman deals with complaints about the service provided by lawyers. They can be contacted as follows:

Legal Ombudsman

PO Box 6167,

Slough SL1 0EH

Telephone: 0300 555 0333

Website: www.legalombudsman.org.uk

The Legal Ombudsman expects complaints to be made to them within one year of the act or omission complained of, or within one year of you becoming aware of the issue, and within six months of our final response.

If your complaint concerns our conduct or behaviour rather than service issues, you may contact the Solicitors Regulation Authority (SRA). Details of how to do so can be found at www.sra.org.uk.

DATA PROTECTION

We process personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Further details of how we collect, use, store and share personal data, together with your rights, are set out in our Privacy Notice. You also have the right to lodge a complaint with the Information Commissioner’s Office

(ICO).