Feedback and Complaints

We are committed to providing a high-quality service to all our clients and appreciate your feedback. If you would like to pass on compliments to our team, you can do so by contacting our Practice Manager at lucy@olivercharlesassoc.com or on 0116 2431166.

Our complaints procedure

If something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Initial concerns

In most cases, an informal chat with the person responsible for your matter will resolve your concerns.

If it does not, you can formalise your complaint or speak to someone other than the person responsible for your matter. Our Practice Manager can record everything you are unhappy about and recommend the best solution for you. You can contact Lucy Charles at lucy@olivercharlesassoc.com or by writing to P.O. Box 80588, London SW19 9RX or by telephone on 0116 2431166

In certain circumstances, such as a breach of the Solicitors Code of Conduct or discrimination, you may have the right to refer your complaint direct to the SRA for their investigation.

What we need to know

When contacting us please provide the following information, in writing, to enable us to deal with your complaint correctly:

  • Your name, contact details and preferred contact method

  • File reference number

  • Details of your concerns

  • How you would like us to put things right

Our aim is to deal with any complaint in a prompt and fair manner and free of charge.

What will happen next?

  1. If you telephone us, we will endeavour to resolve the issue in that call.

  2. We will send you a letter acknowledging receipt of your complaint within 2 working days of us receiving the complaint, enclosing a copy of this procedure.

  3. We will then investigate your complaint. Your complaint will be passed to our Practice Manager will review your matter file. They will arrange to speak to you about your complaint and will also speak to the member of staff who acted for you.