Diversity Statement

Diversity Statement

 

UTMOST COMMITMENT TO PROVIDE EQUAL OPPORTUNITY FOR ALL

 

At Anji & Ani Lake solicitors we are transparent and open in our strict diversity and inclusion policy. Our lawyers and lawyers originate from different backgrounds. We do not discriminate against any gender, race, ethnicity, religion or socio-economic class. 

 

Our firm is built on the foundation of a talented, resilient, and brilliant workforce working together to attain success for our clients. In our recruitment process, we ensure that every applicant is accessed based on their ability to meet our work ethics and exhibit our values. 

 

Our standards are grounded in equal opportunity and we at Anji & Ani Lake solicitors are present to maintain justice for all regardless of skin colour, physical appearance, and background roots. We do not discriminate in choosing our clientele. 

 

The legal services Anji & Ani Lake solicitors offers are open to all races and we pride ourselves as a law firm promoting diversity and inclusion across all borders. Regardless of gender, sexual orientation, race and nationality, we serve the public and stand for the people offering legal advice the best way we can.

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Our lawyers are trained to access all situations with emotional intelligence, empathise and maintain professionalism and respect at all times, for all cases. We thrive on our clients’ happiness and joy; therefore towards everyone Anji & Ani Lake solicitors as the eye of the law, regard all individuals as equals. 

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Our Complaints Process

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WE ARE BUILT ON THE POLICY OF TRANSPARENCY

 

It is our responsibility to provide you with legal services and represent you in the best possible way we can. With a workforce of competent and result-driven lawyers, we are certain at Anji & Ani Lake solicitors that success is non-negotiable. 

 

However, we also understand that our clients could retain a level of dissatisfaction towards our processes and during a legal battle. Therefore, to ensure maximum satisfaction is attained and no matter is left unresolved, our complaints procedure here has been designed to guide all clients on the process of lodging a complaint.

 

 

Complaints Procedure

 

We pride ourselves at Anji & Ani Lake solicitors as a paradigm of honesty and integrity to serve high-quality legal advice and counsel; hence, we take all complaints seriously and will learn from our mistakes to improve our performance. We phased our complaint procedure into three key stages below:

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AIMS AND OBJECTIVES

We will treat complainants with courtesy and respect at all times. Our policy has three main aims and objectives:

 

• to provide a user-friendly way for people to complain about any unsatisfactory aspect of the service we have provided;

 

• to provide us with a procedure that helps us to respond quickly and efficiently to complaints that we receive;

 

• to help us monitor our complaints so that we can understand where we may be going

wrong and improve the way we work. All complaints will be handled in confidence.

 

First Stage

We should like to think that you would be pleased with our service. However, if there is any aspect that causes concern, please address your complaint in the first instance, to the individual assigned to the case, who will make sure that the matter is resolved. 

 

The complaint will be recorded officially within a 24 to 72-hour period and reply with a confirmation mail, indicating an open investigation towards the complaint received.

 

Second Stage

Where the complainant is not satisfied with the first instant individual’s solution, it will then be referred to the Principal Solicitor Ms. Victoria Meghan Williams, who is the firm’s overall supervisor with ultimate responsibility for resolution of all complaints.

 

All complaints will be investigated properly and resolved according to the nature of the issues. A mail to confirm the closure of the complaint case will be sent after investigation and all resolutions would be concluded.

 

Third Stage

In the final event that the firm’s action taken does not resolve the complaint and complainant remain unsatisfied after exhausting our internal complaints procedure, you may take the matter up with the Legal Ombudsman.

 

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

 

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

 

• Within six months of receiving a final response to your complaint and

• No more than six years from the date of act/omission; or

• No more than three years from when you should reasonably have known there was cause for complaint.

 

 

Contact Details:

 

Legal Ombudsman, P.O Box 6806, Wolverhampton, WV1 9WJ

 

By Telephone: 0300 555 0333.

 

By email: enquiries@legalombudsman.org.uk . They are open 10.00am to 4.00pm Monday to Friday.

 

 

Remedies

 

A complaint that has been upheld or partially upheld at our first or second stage may attract one or more of the following remedies:

 

• a full acknowledgement and explanation of any poor service;

 

• an apology;

 

• appropriate action to rectify the situation for the complainant;

 

• appropriate recommendations for action to improve our practices or procedures.

 

 

Storage and Retrieval of Documents

 

On conclusion of your case, your case file will be archived (stored) for a period of 6 years from date of closure.

 

You may request for copy of your entire case file within this period. Please note however that we may levy a reasonable charge to cover the overheads of retrieving a case file. In most cases, this charge will be equivalent to one hour of billable time.

 

You may avoid this charge by requesting for your case file to be sent to you immediately upon conclusion of your case. Please note however that the copyright in all documents prepared by this firm shall remain the property of the firm.