Tel: 020 8297 7933

We are sorry that you have experienced a problem with the level of service that you have received from us.

We are committed to high quality legal advice and client care and weare keen to resolve your complaint as soon as possible and in order to do this, we will follow ourcomplaints handling procedure. This policy aims to ensure that you are fully aware of our procedure, the relevant timeframes and other avenues for redress that may be available to you should we be unable to resolve the matter ourselves.

Mr.Olukayode Okenla is the Director and Complaints Manager at this firm responsible for complaints handling and will oversee the process and be your primary contact.He can be contacted at our Lewisham Office: 68 Lewisham High Street London SE13 5JH or by telephone on 02082977933 or email: kayode.o@simonbethel.co.uk

We invite you to follow this complaints procedure, which is set out as follows:

Step One:

If you have not already done so, please let us know the full nature of the problem. Ideally, we would prefer that your complaint be confirmed in writing in order that any scope for misunderstanding can be avoided. However, this is not obligatory and you are welcome to provide the details to Olukayode over the telephone or face to face. If you are setting out your concerns in writing then you can do this by emailing:kayode.o@simonbethel.co.ukor writing to him at 68 Lewisham High Street, London SE13 5JH.

Step Two:

We will write to you acknowledging your complaint within fiveworking days. In this letter, we shall confirm what happensnext.

Step Three:

Our complaints manager shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt of your complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will write to you notifying you of this together with the reason why and giving a revised timescale.

Once the investigation has been completed, the complaints manager shall invite you to discuss the issue(s) you have raised and hopefully resolve the complaint. This could be a meeting or telephone call and will take place within fourteen days of sending you the acknowledgement letter.

We shall write to you within five working days of any meeting or phone call to confirm our discussion and the solution agreed upon and/or any final redress that is offered.

Alternatively, if you do not want to or are unable to attend such a meeting or you would prefer to continue to correspond by letter or email (or if a meeting is not required), Olukayodewill send you a detailed, written response, including the proposed solution, within fourteen working days ofsending you the letter acknowledging receipt of your complaint.

Step Four:

If you are satisfied with his response following the above steps, that will be the end of the matter. However, if you are not satisfied, you should contact Olukayode again andhe will review his decision or, depending on the circumstances, will arrange for another Director to review his decision. He will write to you within fourteen days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.

Step Five (other avenues):

You must always try complaining to us first. In most cases you will not be able to take your complaint further without allowing us the opportunity to put things right.

Legal Ombudsman

We are permitted a minimum of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint.

You are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of you having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint. The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.

For further information, please contact the Legal Ombudsman on 0300 555 0333or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.

Solicitors Regulation Authority

Please do not hesitate to contact me if you have any queries.