020 35000050
Complaints Procedure
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it and we take all complaints very seriously. If you are unhappy with any aspect of our service and you would like to lodge a complaint, please contact Mr Olgan Gunduz or Office Administrator:
Tel: 020 3500 0050
Email: admin@fortisrose.co.uk or olgan@fortisrose.co.uk
Post: Unit 9, ANGEL YARD, 34 Snell's Park Edmonton, London, N18 2FD.
Our Complaints Procedure
If you have a complaint, please write to us with the details.
What Will Happen Next?
We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 2 days of us receiving your complaint.
We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day of receiving you complaint.
We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within a day of your reply.
We will then start to investigate your complaint. This will normally involve the following steps.
We will pass your complaint to Mr Olgan Gunduz, our Client Care Partner, within 2 working days.
She will ask the member of staff who acted for you to reply to your complaint within 5 working days.
Our Client Care Partner will then examine their reply and the information in your complaint file. And, if necessary, he may also speak to them. This will take up to 5 days from receiving their reply and their file.
Mr Gunduz will then invite you to meet her and discuss and hopefully resolve your complaint within 3 days.
Within 2 days of the meeting Mr Gunduz, will write to you to confirm what took place and any resolutions she has agreed with you.
If you do not want a meeting or it is not possible, Mr. Gunduz will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within 5 days of completing her investigation.
At this stage, if you are not satisfied you can write to us again. We will arrange to review our decision. This will happen in one of the following ways.
Another solicitor of the firm will review Mr. Gunduz’s decision within 5 days; or
Ask our local Law Society to review your complaint within 5 days. We will let you now how long this process will take.
We will let you know the result of the review within 5 days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsmen Service. If you are still not satisfied, you can contact them about your complaint.
If we have to change any of the timescales above, we will let you know and explain the reasons why.