Complaints.

At TolTops we try to provide the best possible service to our clients and, in order to do this we need to know from you if you feel dissatisfied with any aspect of the service you receive, including your bill. Should you have any complaint about any aspect of our service or our charges, please let us know straight away and we will attempt to remedy the problem. If the person with the conduct of the case unable to resolve the problem, Mr Okunowo is our Client Care Partner and you should contact him.  You can contact Mr Okunowo by telephoning 0208 507 8152. Mr Okunowo will then investigate your complaint in accordance with our complaints procedure and will take whatever steps are necessary to remedy the problem.  Should you require a copy of our complaints procedure please let us know and we will provide you with a copy straight away.

If at the conclusion of our complaints process you are not satisfied with the outcome you can ask the Legal Ombudsman (Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ website www.legalombudsman.org.uk, telephone 0300 555 1777) to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six years of receiving a final written response from us about your complaint.

The SRA will not usually deal with complaints about poor service. It will refer such matters to the Legal Ombudsman. However, complaints can also be made directly to the SRA if you think any of their Principles have been breached

 

We are also required to inform you that you as well as having a right to object to your bill by making a complaint to ourselves and the Legal Ombudsman you may also be able to apply to the Court for an assessment of your bill under Part III of the Solicitors Act 1974. However, you should also be aware that if all or part of your bill remains unpaid TolTops Solicitors may be entitled to charge interest on it.