COMPLAINTS AND POLICY  PROCEDURE

Alpha Springs Solicitors is committed to a high quality legal advice and client care. If you are unhappy about any aspect of the service you have received or about the bill, please contact The Principal Mr Ignatius Etukudoh by email at: info@alphaspringssolicitors.com or by post to: Alpha Springs Solicitors, Suite 4, Station Chambers, High Street North, East Ham, London, E6 1JE. We have a procedure in place which details how we handle complaints:

1. We will aim to send you a letter acknowledging receipt of your complaint within three working days on receipt, enclosing a copy of this procedure.
2. In some circumstances, we may request that you explain your concerns in further details.
3. We will then investigate your complaint. This will involve passing your complaint to The Director of the firm Mr Ignatius Etukudoh, he will review your file and speak with the member(s) of staff handling your matter. If your complaint is about the director will reffer the matter to the designated complain officer of the firm
4. We will send you a detailed written response to your complaint, including our suggestions for resolving the matter within 28 working days of sending you the acknowledgement letter
5. At this stage, if you are still unsatisfied, you should contact us again to request a review. We will then invite you to a meeting to discuss and hopefully resolving your complaint. We will do this within ten working days of receiving your request.
6. Within three working days of any meeting, we will write to confirm what took place and any solutions which we have agreed with you.
7. If you do not wish to have a meeting, or it is not possible to arrange one, we will consider any further issues you have raised and will reply to you within five working days of receiving your request for a review confirming the final position on your complaint and explaining our reasons.
8. Should we need to change any of the timescales above, we will let you know and explain why.
9. We would always expect to have dealt with your complaint within eight weeks of your first drawing the matter to our attention. If for any reason we are unable to resolve your complaint within that timeframe then, you may complain to the Legal Ombudsman (Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
   Website: www.legalombudsman.org.uk
   E-mail: enquiries@legalombudsman.org.uk
   Tel: 0300 555 0333 Minicom: 0300 555 1777)

The Legal Ombudsman will expect you to have given your lawyer a chance to resolve your complaint before it will get involved. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us and within six years from the date of the act or omission about which you are complaining, or three years from the date you should reasonably have known there were grounds for complaint.

10. Please note the matter will be treated as resolved if there is no follow up from you within three months of any letter of substantive response.
11. You will not be charged for any costs we incur in investigating your complaint. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority, and can contact them here: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or DX 720293 BIRMINGHAM 47