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Expressing Dissatisfaction

Delivering a service that matches your expectations and reality is at the forefront of our practice. Whilst we hope that you will not have a need to complain, we acknowledge that complaints may arise and you do have a right to complain, if you are dissatisfied with the service received.
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On the outset of instructing us, you will be informed about the person dealing with your matter and will provide information about our complaint’s procedure.
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Should you have a complaint, we would ask that you approach the solicitor or fee earner dealing with your matter as a first port of call.
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If you are dissatisfied with their response, please raise this with their supervisor whose name and contact details will also be provided in our initial letter of advice which would also confirm your instructions.
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In the unlikely event that you are still not happy with the response from the solicitor or fee earner’s supervisor, please refer your complaints to  Ahmed Sesay Partner and Complaints Manager at asesay@thameshillsolicitors.co.uk. 
 
You may prefer to write to Mr Ahmed Sesay, Complaint Manager, Thames Hill Solicitors, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ.
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If your complaint relates to work conducted by our Complaints Manager and Partner Ahmed Sesay, then please contact Sabeella Mallik (Partner) at: smallik@thameshillsolicitors.co.uk.

We make plain that complaining does not and will not affect the way that your matter is dealt with. 

Complaining

If you are unhappy with the services, you receive or are receiving, please let us know as early as possible.

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If you complain, please help to identify:

  1. Who you are

  2. The matter we deal with for you (provide our reference no. if you have one)

  3. Why you complain

  4. What outcome or action to take to resolve your complaint

How we would handle your complaint

We aim to acknowledge your complaint promptly and, in any event, no later 5 working days from the date of receiving your complaint.

If we are unable to acknowledge your complaint within the time frame above, we will let you know in good time and agree a time frame with you.

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Bearing your best interests in mind and our intention to provide a high quality of service, we aim to investigate your complaint and make a ruling within 2 weeks, if your complaint is at solicitor or fee earner level, or within 8 weeks if your complaints is at partner/manager level.

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We may require further information or clarification from you. We will also review your matter and other documentation including liaising with the person who complained. We are forensic in handling your complaints and delivering a resolution.

Complaining to the Legal Ombudsman

If you have exhausted our complaint procedure and are still dissatisfied, you may complain to the Legal Ombudsman (LeO): Legal Ombudsman PO Box 6167, Slough, SL1 0EH. The LeO will not entertain a complaint if you have not first exhausted our internal complaint procedure.

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From 1 April 2023, the LeO will deal with your complaint no later than 12 months from the date that your complaint first arose or when you have become aware about it.

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Also, the LeO has the following discretion when you complain:

  • Decide not to investigate or dismiss a complaint

  • Decide to accept a complaint outside 12-month period

  • Refuse to issue a decision in a complaint

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