You may have asked for our complaints procedure or you may be receiving this because you have experienced a problem with our service which we have been unable to resolve informally to your satisfaction. We will do our best to address any dissatisfaction that you have experienced in using the services of this firm. Our primary objective is to put things right.
Our complaints policy
We are committed to providing a high‐quality service to our clients. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint.
Our complaints procedure
Our complaints partner is Michael Wilson. You can contact him by post at this office, or by e‐mail at michaelw@wilson‐wakefield.co.uk. It is helpful if you put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, he can be contacted by phone at 02392 464475
If you have special needs which we should take into account due to language or disability, please let us know.
To explain to you how long our process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.
Legal Ombudsman
If we are unable to resolve the complaint with you, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems with poor service from lawyers.
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:
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should have realised that there was cause for complaint;
and
- Within six months of receiving a final response to your complaint.
If you would like more information about the Legal Ombudsman, please contact them:
Contact details:
Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 10 am and 4 pm.
Relay UK: 18001 0300 555 0333
Email enquiries@legalombudsman.org.uk
Legal Ombudsman PO BOX 6167, Slough, SL1 0EH
Solicitors Regulation Authority
You may alternatively contact the Solicitors Regulation Authority (SRA) if you have concerns as to whether we have breached any of their professional rules for solicitors. These will be found at www.sra.org.uk/solicitors/standards-regulations/principles and the SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham B1 1RN, or by email to contactcentre@sra.org.uk.
