Complaints Procedure
We define a complaint as any reasonable expression of client dissatisfaction or grievance.
Complaints will be identified by the member of staff who first comes in to contact with the complaint or expression of dissatisfaction or grievance however it is expressed. If it is in written form, this is likely to be the person who opens the post or reads the fax; if in electronic form, the person who opens the email and if verbal or via the telephone, the person to whom the client is speaking. The following applies to all complaints received by the organisation:
- They will be recorded in a central file.
- They will be acknowledged, and the client notified of when they will receive a substantive response which should be within two weeks of when the complaint was first received.
- The complainant will be informed of the person to whom they should take matters if they remain dissatisfied at any stage.
- Options for redress and for correcting any underlying problem or unsatisfactory procedures will be provided.
Elena Abraham will be the person with overall responsibility for complaints. As soon as a complaint is received, it will be brought to the attention of Elena Abraham who will carry out the following steps:
- Identify the cause of the complaint and the reason for the grievance.
- Discuss the case and the complaint with the relevant caseworker.
- If not already in writing, try to obtain a detailed written version of the complaint from the complainant.
- Determine if the complaint has merit.
- Decide what action needs to be taken to prevent the complaint happening again.
- Decide what action needs to be taken to satisfy the complainant.
- If the client is not satisfied with our handling of his / her complaint he or she should be directed to the Legal Ombudsman (LeO) at PO Box 6806, Wolverhampton WV1 9WJ to consider the complaint. You may obtain a copy of our organisation’s Complaints Procedure from our office.
If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
The Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
Please note that from the 1st April 2023, the Legal Ombudsman’s time limits for accepting complaints have changed and they now expect complaints to be made to them within one year of the act or omission that is being complained about, or within one year of when the person should have known about or become aware that there were grounds for a complaint. The requirement to refer your concerns to the Legal Ombudsman within 6 months of our final response to you remains the same.
The central record of complaints will be reviewed annually to identify any trends which will then be fed back to the other caseworkers and a strategy devised to eliminate any negative trends.
Testimonials
What our clients say
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Elena is the most professional solicitor I have ever engaged with. The peace of mind I get from Abraham white Law services, is priceless. Also, as I handle hnwis and ultra hnwis in my career. I am and have to be extremely selective on referrals I make, as it impinges on my reputation if negative. HOWEVER with Elena and Abraham White Law, I actually recommend and refer services to everyone within my corporate database, as well as friends and family. 10 star review!
I worked with Elena from Abraham White Law on a complex fraud case that took over two years to resolve, and I couldn’t have asked for a better solicitor. She was professional and knowledgeable throughout, but what stood out most was her personal touch. Elena treated me like family — always responsive, always supportive, and genuinely invested in getting the best outcome for me. She made an incredibly difficult process more bearable, and I’m truly grateful. Would highly recommended Abraham White Law as they were recommended to me.
I cannot thank Elena enough for the care and support she gave me during such an emotional and stressful time. The custody process of my cat was incredibly difficult for me, but from the very first conversation, she gave me thoughtful and important advice that truly made a difference. She explained everything with patience and kindness and her calm presence made me feel safe and reassured throughout the entire process. She showed real understanding, professionalism and genuine care, which helped me stay strong and confident. I will always be grateful for her support and would wholeheartedly recommend her to anyone in need of legal guidance.
At a very stressful time, involved in a system I knew nothing about Elena Abraham provided invaluable support. Having been arrested by Counter Terrorism Police and placed on restrictive bail, Elena stepped in and immediately got the unfair conditions removed. She provided advice and support while taking over the difficult task of dealing with the police. All charges have now been dropped and this is thanks to Elena and her professionalism. All this was done pro-bono. Thank you does not do my gratitude justice but I do thank Elena on behalf of myself and all my family.
What we do
Our legal services
We have represented local and international clients facing prosecution in England and many of our cases have been covered in the media.
Police station Representation
If you have been contacted by the police, invited for an interview or arrested, obtaining legal advice immediately can make a significant difference to the outcome of your case.
