We are committed to providing all our clients with high quality legal advice and client care. 

If despite our best efforts you are dissatisfied with any area of our advice or service, or our fees, we politely ask that you contact us, so that we can seek to resolve the matter promptly, fairly with you.  We aim to look at our clients’ complaints objectively and possibly to resolve it at the early stage. 

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Complaint handling

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and he/she will do his/her best to resolve any issues you may have raised at such stage.   However, should you not be satisfied, our complaint handling procedure goes through three phases which are as follows:

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 PHASE 1 

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You can make a complaint in writing by sending a letter of complaint to A. Donamart Solicitors, Unit 1, First Floor, 596 Kingsland Road, London E8 4AH or by email to info@donamartsolicitors.com. You may also call to speak to Mr Athenatius Nwaike on telephone number 020 3759 8320.  Your complaint will be acknowledged within three working days. 

Thereafter, your file will be carefully review with the person handling the matter and any necessary enquiries conducted within the firm. We will thereafter respond to your complaint fully in writing within 21 days and inform you of our views about your complaint and how we can resolve it. 

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 PHASE 2 

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If after our phase 1 you are still dissatisfied, you may refer your complaint to our Principal, Mr Athenatius Nwaike, who will look at the matter afresh and carry out any further investigation that may be required. This will usually be within 28 days of your referring the complaint to him. He will inform you of his conclusions and any possible way to resolve the complaint.

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 PHASE 3 

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The Legal Ombudsman

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If you still remain unsatisfied with the solution offered to resolve your complaint, at that stage you may refer your complaint to the Legal Ombudsman. You should refer your complaint to the Legal Ombudsman within six months of our final decision on your complaint. Take note that they will check if we have tried to resolve your complaint. Thereafter they may then investigate your complaint in line with the quality of service we rendered to you and give their view on your complaint. They may if they deem it reasonable, refer any breach of the professional conduct by us to the Solicitors Regulation Authority (SRA).

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The Legal Ombudsman's website can be found at www.legalombudsman.org.uk. They can be contacted on telephone number 0300 555 0333 between 9:00am and 5:00pm, by email at enquiries@legal.ombudsman.org.uk or by post at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

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The Solicitors Regulation Authority (SRA)

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The SRA can assist if you are concerned about our conduct. You can raise concerns by visiting www.sra.org.uk/consumers/problems/report-solicitor.page. You can also contact the SRA by post at their Birmingham Office - Solicitors Regulation Authority, Birmingham Headquarters, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or their London office - Solicitors Regulation Authority, 2nd Floor, 24 Martin Lane, London, EC4R 0DR. You may contact them on their telephone number 0370 606 2555 from inside the UK or on +44 (0)121 329 6800 for outside the UK.

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For more information about how our legal services work or for a free no-obligation discussion with one of our solicitors, please contact us by email at info@donamartsolicitors.com or call us on 020 3759 8320 or 07869125740.