Complaint Policy

Introduction

OCZO is committed to providing a high standard of legal services and to treating all clients fairly and with courtesy. We recognise, however, that there may be occasions when our service does not meet expectations. If you are dissatisfied with any aspect of our service, including our fees, we encourage you to raise your concerns so that we can address them promptly.

How to Make a Complaint

Where possible, we ask that you first raise your concerns with the partner responsible for your matter. This often allows issues to be resolved quickly and informally.

If you would prefer not to do so, or if the issue remains unresolved, you may submit your complaint to Victor Okoh who has overall responsibility for handling complaints at OCZO. His email address is: victor.okoh@oczollp.com

Complaints may be made by email or in writing.

Information to Include

To help us investigate your complaint fully and efficiently, please provide:

  • your full name and contact details;
  • details of the matter to which your complaint relates;
  • an explanation of what you believe has gone wrong; and
  • what outcome you are seeking.

How We Will Handle Your Complaint

  • Your complaint will be recorded in our central complaints register.
  • We will acknowledge receipt of your complaint in writing within 14 days.
  • Your complaint will be investigated independently and fairly. This may include:
    • reviewing your file and relevant documents;
    • speaking with those involved in your matter; and
    • requesting further information from you if necessary.
  • Where appropriate, we may invite you to discuss the complaint by telephone or at a meeting, although this is not mandatory.
  • We will keep you informed of progress where appropriate.
  • We will provide a written response setting out the outcome of our investigation and any proposed resolution. We aim to do this within 14 days of acknowledging your complaint, unless further time is required due to the complexity of the issues or the need for additional information.

If You Are Not Satisfied with Our Response

If you remain dissatisfied, please let us know if you believe there are any material issues that have not been addressed. We will review the matter further.

If your complaint concerns the quality of our service and cannot be resolved internally, you may refer it to the Legal Ombudsman.

Legal Ombudsman

Address: PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: legalombudsman.org.uk

You must usually refer your complaint to the Legal Ombudsman within six months of our final written response, and no later than one year from the date of the act or omission complained about (or one year from when you should reasonably have known there was cause for complaint).

Complaints to the Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales. The SRA does not deal with complaints about service quality but may take action where there has been a breach of the SRA Standards and Regulations.

You may contact the SRA if you believe we have breached professional rules or principles.

Solicitors Regulation Authority

Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: 0370 606 2555
Email: report@sra.org.uk
Website: sra.org.uk

Costs of Making a Complaint

We will not charge you for handling a complaint.

If a bill has been issued and remains unpaid, we may be entitled to charge interest and recovery costs. However, no such interest or costs will be payable if your complaint is upheld.

Kindly note that the services provided by both the Legal Ombudsman and the Solicitors Regulation Authority are free of charge.