If you are not happy with the way your case is being dealt with or are unhappy with the running of the Law Centre:
- In the first instance you should speak to your caseworker who may be able to provide an explanation that addresses your concern.
- If you are not satisfied with your caseworker’s response to your complaint then you should contact the Director. You can do this by email or letter or if this not possible by asking for a meeting. Your complaint will be acknowledged within three working days and the Director will investigate your complaint and contact you within 14 days to explain what action has been taken and to invite you to a meeting if appropriate; if any of these timeframes cannot be met, we will advise you as soon as possible
- If for any reason we are unable to resolve the problem within eight weeks, then you may ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ or by calling 0300 555 0333. You may find more information on http://www.legalombudsman.org.uk
- Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your 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
- If your complaint is regarding immigration advice and services, you may complain directly to the OISC at any time. Their details are as follows: OISC, 21 Bloomsbury Street, London, WC1B 3HF.
Tel: 0345 000 0046. Email: firstname.lastname@example.org
- Please note that if you have any suggestions about how we can improve the way we run the Law Centre, we welcome your comments on our Client Feedback Questionnaire. Please ask for one of these from our Reception if you haven’t filled one out already