We want to know how we performed
Geoffrey Grace Solicitors is committed to providing a professional standard of service. If you are dissatisfied with any aspect of our service, we encourage you to tell us so that we have the opportunity to review your concerns and try to resolve them.
We take complaints seriously and aim to deal with them fairly, promptly and free of charge. Our objective is to understand what has gone wrong, consider the issues properly and provide a clear written response after investigating the matter.
Wherever possible, concerns should be raised with us first so that we can try to put matters right. If we are unable to resolve your complaint to your satisfaction, you may be able to take the matter further with the appropriate external body depending on the nature of the issue.
Our internal complaints process
Step by StepWe encourage clients to raise any service concerns with us directly in the first instance. Complaints may be sent to the person handling your matter or to the firm’s designated complaints contact.
You can contact Geoffrey Grace Solicitors using the details below to raise a complaint or concern regarding our service.
Further guidance and next steps
ImportantIf you make a complaint, we will aim to deal with it in a clear, fair and proportionate way. Please keep copies of any correspondence or supporting documents you send to us, as these may assist us in reviewing the matter more efficiently.
What to include
Include your matter reference if known, the name of the fee earner involved, a short summary of events, and copies of any relevant emails, letters or documents.
How we will respond
We will acknowledge your complaint, review the issues raised, and send you a written response once our investigation has been completed.
If your complaint cannot be resolved internally, you may have the right to refer it to an external complaints or regulatory body, depending on the circumstances and the type of concern raised.
Our Complaint Policy
At Geoffrey Grace Solicitors, we are committed to delivering a professional, fair and responsive service. If something has gone wrong, we want to hear from you so we can investigate your concerns properly and try to resolve the issue as quickly and fairly as possible.
How We Handle Your Complaint
We take every complaint seriously and aim to deal with concerns in a clear, transparent and timely manner. Our complaints procedure is designed to give you the opportunity to explain your concerns, allow us to investigate them fully, and help us reach a fair resolution.
Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it within three days of receipt. We will then begin the process of reviewing the issues you have raised.
Investigation by Our Complaint Handler
Your complaint will be investigated by our Quality Representative, Aida Bluejack, She will review your case file and speak with the solicitor who has conduct of your matter.
If Aida is your case handler, you may instead contact John Egboche.
Meeting to Discuss Your Concerns
You will then be invited to a meeting to discuss your complaint and, where possible, resolve it. This will usually take place within 14 days of the acknowledgement letter being sent.
We will write to you within three days of the meeting to confirm what was discussed and to record any solutions or next steps agreed.
Review of the Decision
If you remain dissatisfied after the meeting, you should contact us again and we will arrange for someone within the firm who is unconnected with your matter to review the decision.
We will write to you within 14 days of receiving your request for a review, setting out our final position and explaining the reasons for that decision.
Legal Ombudsman
If you are still unsatisfied once our internal complaints procedure has concluded, you may contact the Legal Ombudsman (LeO).
You must usually refer your complaint to the Legal Ombudsman within six months of receiving our final written response about your complaint, or within one year of the act or omission you are complaining about.
Please note: If there is any need to change any of the timescales set out above, we will let you know and explain the reason for the delay.
Complaints About Professional Conduct
If your concern relates to our professional conduct, you may raise the matter with the Solicitors Regulation Authority (SRA).
Complaint Contacts
-
Aida Bluejack
Quality Representative
-
John Egboche
Alternative Contact if Aida is your case handler
complaint@geoffreygracesolicitors.co.uk
Legal Ombudsman Contact Details
-
Postal Address
PO Box 6167, Slough, SL1 0EH -
Email
enquiries@legalombudsman.org.uk -
Telephone
0300 555 0333
+44 121 245 3050 (from overseas) -
Website
www.legalombudsman.org.uk
What to Include in Your Complaint
- Your full name and contact details
- Your file reference or case details, if available
- A clear explanation of your concerns
- Any key dates, correspondence or supporting documents
- The outcome you would like us to consider
Our Commitment
We are committed to handling complaints fairly, confidentially and without unnecessary delay. Your complaint will not affect the professional consideration it receives, and we will do our best to resolve concerns constructively.