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Solictors or Employees of the Law Centre

 

 

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.  You can contact him on the following email address:-

                                    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.

 

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

 

            The Legal Ombudsman
            Address:          PO Box 6806

                                    Wolverhampton WV1 9WJ

            Telephone:     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

Tel: 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

Tel: 0800 023 4 567 or 0300 123 9 123

Website: www.financial-ombudsman.org.uk



 

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

 

 

 

Pro Bono Advice Clinics Complaints Procedure Information for Clients

 

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. To contact the Volunteer Services Manager, please write to:-

 

            Volunteer Services Manager

            South West London Law Centres

            Croydon Office

            5th Floor Davis House

Robert Street

Croydon CR0 1QQ

volunteers@swllc.org

 

Explaining your complaints and giving your full name and address, and the date you attended the evening surgery.

 

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, setting out your evidence and asking for an internal review. 

 

5.         In addition to our internal complaints procedure, you may at any time write to:

 

The Legal Ombudsman

Address: PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333

Website:      www.legalombudsman.org.uk

Email:         enquiries@legalombudsman.org.uk

 

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