Complaint Procedure

Our firm is dedicated to delivering exceptional legal services to every client. We understand that occasional issues may arise, and we encourage clients to share their concerns with us. Addressing feedback helps us uphold and enhance our service standards. If possible, we suggest discussing any initial concerns directly with your point of contact, as many issues can often be swiftly resolved.

Complaint Guidelines

Clients at Oti & Lion Solicitors are provided with clear guidance on addressing any issues with our services or other aspects of our operations. This approach aligns with the Solicitors Regulation Authority’s (SRA) rules, including updates made under the SRA Standards and Regulations, effective November 25, 2019, which superseded earlier codes.

Our Complaint Handling Process

We define a complaint as any reasonable expression of dissatisfaction with our service. The first team member who becomes aware of a concern—whether through post, email, or conversation—will initiate our complaint resolution process. Key steps include:

• Documenting complaints in a central log.

• Acknowledging receipt promptly and informing clients of a timeline for a substantive response, typically within two weeks.

• Providing the complainant with details of further escalation steps if required.

• Offering solutions to address underlying issues or procedural deficiencies.

Complaint Resolution Steps

Once a complaint is received, our process involves:

1. Identifying the Root Cause: Analyzing the complaint to understand its origins.

2. Engaging Relevant Staff: Discussing the issue with the caseworker involved.

3. Gathering Details: If not already provided, obtaining a written account of the complaint.

4. Evaluating Validity: Assessing whether the complaint has merit.

5. Implementing Solutions: Taking action to prevent recurrence and address the client’s concerns.

Escalation and Further Support

If clients remain unsatisfied with our handling of their complaint, they may contact the Legal Ombudsman (LeO) at PO Box 6167, Slough SL1 0EH, or by calling 0300 555 0333. For complaints involving the designated Complaints Handler, another senior member of the firm or the Principal will oversee the resolution process.

Sole practitioners also have the Ombudsman as a resource and are committed to addressing complaints with professionalism and fairness.