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HOW TO MAKE A COMPLAINT IF YOU NEED TO

Occasionally things go wrong. If they do, we want you to know your rights and be clear about what action you can take. 

 

If you're a solicitor, or employee of the Law Centres

 

1.

In the first instance, if you feel you are not getting good service or prompt replies, or you do not understand what your caseworker has told you or is doing for you, we suggest you make an appointment to see your caseworker about it.  It may be that the matter can be sorted out between yourselves.

2.

 

If you cannot talk to your caseworker about it or are still unhappy, you may contact Katy Forkah, Head of Legal Practice, who will try to help:-

Address:   South West London Law Centres (Merton and Sutton office)

                  112 London Road

                   Morden

                   Surrey SM4 5AX

Email: Katy.Forkah@SWLLC.org

3.

 

If you are still not satisfied, you may make a complaint to the Patrick Marples, Chief Executive.  You will need to explain your complaint, give your full name and address and if possible say what action you would like taken. 

Email:  Patrick.Marples@swllc.org

4.

 

Your complaint will be treated seriously and confidentially.  It will be thoroughly investigated and you will have an opportunity to discuss the matter with the person investigating your complaint personally.  You will be informed of the outcome of the investigation, and full reasons for any decision will be sent to you in writing.

5.

 

In addition to our internal complaints procedure you may contact:-

 

The Legal Ombudsman
 Address:   PO Box 6806

                  Wolverhampton WV1 9WJ

 Phone:     0300 555 0333

 Website:   www.legalombudsman.org.uk

 Email:      Enquiries@legalcomplaints.org.uk

 

If your complaint is about the debt service you can also make a complaint to Financial Conduct Authority on:

 

Address: 25 The North Colonnade, Canary Wharf, London E14 5HS

Phone: 0800 111 6768 or 0300 500 8082

Website: www.fca.org.uk

Email: consumer.queries@fca.org.uk

 

You can also make a complaint to Financial Ombudsman Service on:

Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Phone: 0800 023 4 567 or 0300 123 9 123

Website: www.financial-ombudsman.org.uk

 

Please note: There are time limits to make a complaint and it is important to confirm the time to complain with the Legal Ombudsman.

 

 

If you're a client of one of our Pro Bono Advice Clinics 

 

1.           In the first instance, if you feel you are not getting a good service at the evening surgery, we            suggest that you tell the receptionist and find out whether they can help with your complaint or                        whether seeing a different adviser resolves the issue.

 

2.           If you are still not satisfied, you may make a complaint to the Volunteer Services Manager. Please    explain your complaint and give your full name and address, and the date you attended the                            evening surgery, to the Volunteer Services Manager, either by writing or emailing to:

 

              Volunteer Services Manager

              South West London Law Centres (Croydon office)

              5th Floor Davis House

              Robert Street

              Croydon CR0 1QQ

              Email:     volunteers@swllc.org

 

3.          Your complaint will be treated seriously and confidentially. It will be thoroughly investigated and you   will be informed of the outcome of the investigation; and full reasons for any decision will be sent to               you in writing.

 

4.         If you believe that the complaint has not been investigated in line with this procedure you may write    directly to the Chief Executive Patrick Marples, setting out your evidence and asking for an internal                review. 

 

5.         In addition to our internal complaints procedure, you may at any time contact The Legal                                  Ombudsman at:

  Address: PO Box 6806, Wolverhampton, WV1 9WJ

  Phone:        0300 555 0333

  Website:      www.legalombudsman.org.uk

  Email:         enquiries@legalombudsman.org.uk

(If possible, please give a daytime telephone number so that a member of their staff can contact you.)