It is our duty to provide and deliver quality service for our clients. We aim to conduct our service in a professional manner and with due expertise. However, we recognise that there may be times where you may be unsatisfied with a service, we have provided you. Therefore, we would expect that this is brought to our attention. To do so we have a complaint procedure for you to follow should such arise.

Our objective is to make the process seamless, and we encourage that you put your complaint in writing or a telephone call or by e-mail or in person.

At the inception of your instruction to us, you will have received a client care letter which sets out the terms on which we would advise and or represent you. Included in that letter were details of how to make a complaint. However, where you may not readily have this at hand you can use the process set out below.

Please send your complaint to, Ms Nkem Odei, NDG Solicitors, Suite 4, 2nd Floor, 279-287 High Street, Hounslow. Middlesex TW3 1EF. Telephone call to 020 8570 8146 and email to  nkem@ndgsolicitors.co.uk. In person a visit to our office address.

Our aim is to register your complaint, investigate and then send you a response within 15 working days irrespective of your mode of complaint. Where we are unable to do so, we will send you an acknowledgement within this time as well as inform you when to expect our response.

Your complaint will be dealt with by our Complaints Manager, Nkem Odei. However, if your complaint is about Ms Odei, then it will be considered by another senior solicitor. Where it is necessary that your complaint should be dealt with differently, we shall inform you and provide reasons.

We will reply within 10 working days from receiving them, or if we cannot do so, we shall notify you of another response date.

Where we have been unable to settle your complaint using our internal complaints procedure, you will be notified and then you have the right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints. 

You have six months from the date of our final letter to you to complain to the Legal Ombudsman. You can contact them using the details: Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ Telephone: 0300 555 0333 enquiries@legalombudsman.org.uk or their website www.legalombudsman.org.uk. 

You can bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us regarding your complaint and 6 years from the date of the act or omission giving rise to the complaint or alternatively; 3 years from the date you should reasonably have known there are grounds for complaint (if the act or omission took place before 6 October 2010 or was more than 6 years ago).