COMPLAINTS INFORMATION
How to raise a concern about the service you receive.
Matt Styles Solicitors aims to provide clear, timely and professional service. If something goes wrong, concerns should be raised promptly so they can be reviewed fairly and carefully.
Last updated: 13 July 2026
FIRST STEP
Raise the concern with the firm.
If you are dissatisfied with the service provided, please explain the issue as clearly as possible, including the matter concerned, what you believe has gone wrong and the outcome you are seeking.
Raising the concern promptly may make it easier to resolve the issue before it affects the progress of the matter.
HOW TO COMPLAIN
Send your complaint in writing.
Written complaints help the firm understand the issue accurately and keep a clear record of the review. Please include:
- your full name and contact details;
- the matter or file concerned;
- a clear description of the complaint;
- any relevant dates, documents or communications; and
- the outcome you would like the firm to consider.
Matt Styles Solicitors
4th Floor, Building II, Rivers House
Plot 83 Ralph Shodeinde Street
Central Business District
Abuja, FCT, Nigeria
RESPONSE TIMETABLE
When you can expect to hear from us.
Within 3 working days
We aim to acknowledge a written complaint and confirm that it has been received.
Within 14 working days
We aim to provide a substantive written response or explain what further information or time is required.
Within 28 working days
We aim to conclude the internal complaints process, subject to the nature and complexity of the issues raised.
If the complaint is complex or additional information is required, we will explain the reason for the delay and provide a revised response date.
HOW THE COMPLAINT IS REVIEWED
A fair and careful process.
The review may include consideration of the relevant file, correspondence, documents, attendance notes, billing information and the professional obligations applicable to the matter.
Where appropriate, the firm may ask you for further information or clarification before reaching a conclusion.
The firm will consider the complaint objectively and will not treat a client adversely merely because a concern has been raised.
OUTCOME AND NEXT STEPS
What the written response will cover.
The final response will explain the outcome of the review and, where appropriate:
- address the issues raised;
- explain any findings or conclusions;
- identify any corrective or remedial action;
- clarify any misunderstanding; and
- explain any available next step.
Possible outcomes may include an explanation, an apology, corrective action, revised communication, reconsideration of a bill where appropriate, or confirmation that no further action is considered necessary.
EXTERNAL OPTIONS
If the concern is not resolved internally.
Depending on the nature of the complaint and the applicable professional framework, a client may be entitled to raise the matter with the appropriate Nigerian professional or regulatory body.
Where another law firm has been formally instructed for a separate part of the matter, that firm’s own complaints procedure will apply to the work it undertakes.
Clients should review their engagement documents to confirm which lawyer or firm was responsible for the relevant work and the complaint route that applies.
OUR APPROACH
Concerns should be handled openly, respectfully and without unnecessary delay.
Listen carefully
Understand the concern, the relevant facts and the outcome being sought.
Review fairly
Consider the file, communications and professional obligations objectively.
Respond clearly
Explain the conclusion, any remedial action and the available next step.