CLIENTS COMPLAINT POLICY

At Michaelmas Chambers, our aim is to provide the highest level of service to all clients. So, when something goes wrong, inform us as soon as it occurs. This will help us to improve our service. It will also suit you to know that there is no charge for the time taken to resolve a complaint.

Over the years, the amazing feedback we receive from our clients, suggest that we have been successful in achieving our aim. Whilst we hope that the service provided by our Chambers is always reputable, we welcome all feedback that we receive. It is not necessary to involve external Solicitors in order to make a complaint about our staff or services. This is because every complaint laid is always given utmost attention. So, be rest assured that your complaints, will be resolved speedily.

COMPLAINTS MADE BY TELEPHONE

If you wish to make a complaint by telephone, please call the Chambers’ Practice Manager on +2349090008231 or +2348121251967. You will be directed to a Partner who will make a note of the details of your complaint and the action to be taken on your behalf. She/he will discuss your concerns with you with an aim to resolve them. After the necessary details are collected, we will revert to you via electronic mail on the progress of the resolution of the complaint, a time frame within which it will be resolved, or a notification that it is being acted upon. 

COMPLAINTS MADE IN WRITING

 If you prefer to put your complaint in writing, please include following details:

•  Your name and address; 
• Which member(s) of Chambers your complaint relates to;
•  The detail of the complaint;
• What action you would like us to take.

Please email your complaint to [email protected]. The Practice Manager will, where possible, acknowledge receipt of your complaint within 72 hours and provide you with details of how your complaint will be dealt with. The complaint will thereafter be forwarded to the Management who will conduct investigations and reply to you within a reasonable time, with a maximum of 2 weeks. Where it is impossible to reply within 2 weeks, the Management will set a new date for reply and explain the reasons for the delay. 

Once the investigation is concluded, the Practice Manager will send a reply to your complaint setting out the following:

• The investigation process
• Probable answers to the cause of the actions or inactions that led to the complaint.
• The proposed mode for resolving such complaint.

CONFIDENTIALITY 

All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary. Disclosure will be only to the Management or other persons involved with the complaint as is necessary.

OUR POLICY

For the sole aim of satisfying our client, we make a written record of any complaint and retain all documents and correspondence generated for a period of 6 years. The Management inspects the record regularly and will, when appropriate, make changes to our procedures with a view to improving services and satisfying our clients.

COMPLAINTS TO THE NIGERIAN BAR ASSOCIATION

 If you are unhappy with the outcome of our investigation, you may take up your complaint with the Legal Practitioners Disciplinary Committee of the Nigerian Bar Association (which is the body created by the Legal Practitioners Act for complaints about Lawyers). Please note that complaints of Lawyers can also be made to the Branch of the Nigerian Bar Association which the Lawyer belongs to.