Complaints Policy

Please tell us if you are not happy with any aspect of our service you receive or a bill that you have received from us.

We would ask you initially to raise any queries or concerns about our work for you with the lawyer responsible for the day-to-day handling of your work or their supervising partner if applicable. Either of these persons will do their best to resole any problems quickly and to your satisfaction.

If they are unable to do so, however, or if you would prefer to speak to someone else about it, then please contact Ms Margaret Olojo by post (Sunnyfields Solicitors, 2 Falcon Gate Falcon Way Shire Park Welwyn Garden City Al7 1TW by email (info@sunnyfieldssolicitors.co.uk) or by telephone on 01707909038. A copy of our complaints handling procedure can be obtained, on request from Ms Olojo.

In the event that you are not satisfied with the firm’s response the Legal Ombudsman may be able to consider your complaint. There are, however, restrictions to this service for organisations, as set out on their website. (see below).

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

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 our final response to your complaint 

and

No more than one year from the date of the act or omission being complained about; or

No more than one year from the date when you should reasonably have known that there was cause for complaint.

For more information contact the Legal Ombudsman.

The contact for the Legal Ombudsman are:

• Telephone: 0300 555 0333
• Minicom: 0300 555 1777
• Email: mailto:enquiries@legalombudsman.org.uk
• Website: www.legalombudsman.org.uk
• Address: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

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 https://www.sra.org.uk/  to see how you can raise your concerns with the Solicitors Regulation Authority.