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Complaints

Complaints

We are committed to providing a high-quality legal service to all our clients. Oaks Solicitors is committed to providing a courteous and professional service and any complaint about the way in which our solicitors or other staff carry out their duties is viewed most seriously and carefully investigated. In order for us to improve our service standards, we need you to inform us if you are not happy.

Our Complaints procedure

If you have a complaint, please contact and speak with the caseworker in the initial instance. If you are unable to resolve the issue with the caseworker, please put your details in writing to the Office Manager.

What will happen next?

We will acknowledge receipt of your complaint in writing within 3 working days of us receiving the complaint, enclosing a copy of this procedure.

We will then investigate your complaint. This will involve reviewing your file and speaking to the member of staff who acted for you.

We will provide a full response within 14 days of sending you the acknowledgement letter. The principal will invite you to a meeting to discuss and hopefully resolve your complaint.

Following the meeting and within 3 working days of the meeting, we will write to you to confirm what took place and any solutions that were agreed with you.

If you do not want a meeting or it is not possible to resolve your complaint, you have 6 months to contact the Legal Ombudsman (subject to Ombudsman rules) about your grievance with Oaks Solicitors.

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