Complaints

COMPLAINTS PROCEDURE


I am committed to providing a high standard of legal service. If you are unhappy with any aspect of the service you have received, please let me know as soon as possible so I can address your concerns promptly and fairly.


HOW TO MAKE A COMPLAINT


If you have a concern or complaint, please contact me directly in the first instance. You can do this by email or post:


Email: geoffrey@geoffreycaesar.com


Post: 3rd Floor, 45 Albemarle Street, Mayfair, London W1S 4JL


Please provide details of your complaint, including what has gone wrong and what outcome you are seeking.


WHAT HAPPENS NEXT


  • I will acknowledge your complaint in writing within three business days of receipt.
  • I will investigate your complaint and aim to provide a written response within 21 days. If your complaint is complex and additional time is required, I will notify you and keep you updated.
  •  In any event, you will receive a final response within eight weeks of your complaint.


IF YOU REMAIN DISSATISFIED


If you are not satisfied with my final response, or if eight weeks have passed since you made your complaint, you may be able to refer your complaint to the Legal Ombudsman. The Legal Ombudsman investigates complaints about the service provided by solicitors.


Time limits:


  • You must refer your complaint to the Legal Ombudsman within six months of my final response, and
  • Within one year of the act or omission you are complaining about (or when you should reasonably have become aware of it).


Contact details:


Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ


Telephone: 0300 555 0333


Email: enquiries@legalombudsman.org.uk


Website: www.legalombudsman.org.uk


The Legal Ombudsman can advise on eligibility.


COMPLAINTS ABOUT PROFESSIONAL CONDUCT


The Solicitors Regulation Authority (SRA) can help if you are concerned about my behaviour (for example, dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability, or other characteristic). The SRA does not deal with complaints about service.


Contact the SRA:


Website: www.sra.org.uk/consumers/problems


Telephone: 0370 606 2555


Email: report@sra.org.uk


If you need this complaints procedure in an alternative format, please let me know.