Complaints Handling Procedure
We are committed to client care so your feedback is important and if at any time you need us to address any concern you have please let us know.
If you have a complaint about C. Wilson Solicitors, please follow these steps
If you are dissatisfied with our service, we need to know so that we can put it right for you. It maybe that we would need to clear up any misunderstanding so please address any concerns to Claire Wilson who is the compliance officer for all matters at this firm.
Should you wish to make a formal complaint then we would ask that you put this in an email or letter to Claire Wilson
- We will acknowledge receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
- We will deal with your complaint by looking at the relevant file and we may discuss your complaint with the person who handled your matter and/or their head of department. You may also be contacted in order to discuss or clarify your complaint as part of the investigation.
- Normally you will receive a full written response within 28 working days of our acknowledgement of your complaint, which will set out the result of the investigation and any proposals for resolving matters. You will be asked to confirm, within 7 days that you accept the conclusion of the investigation or whether you wish to provide further comments. You will receive a response to any additional comments that you make within 7 working days of our receipt of those comments.
- Sometimes, perhaps due to the complexity of what you have raised or the absence of the person involved, it may take a little longer to consider matters. If that is the case, then you will be contacted with an update on how the investigations are going and with a revised timetable. However, if we have not been able to resolve matters within 8 weeks, you are entitled to refer the matter to the Legal Ombudsman.
What if we cannot resolve matters?
If our complaints procedure above has been concluded and you remain unhappy, you can raise your concerns with The Legal Ombudsman whose contact details are as follows:
| Telephone | 0300 555 0333 (between 9.00 to 17.00) |
| enquiries@legalombudsman.org.uk | |
| Address | Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ |
| Website | www.legalombudsman.org.uk/ |
You must do this:
- no more than six months from the date you received our final response to your complaint, and
- within six years from the date of the act/omission complained of, or
- no more than three years from when you should reasonably have known there was a cause for complaint, and
Generally, the Legal Ombudsman only deals with complaints relating to matters that arose on or after 6 October 2010, and only accepts complaints from individuals or small businesses, charities and associations. You should check its website for details of the scheme’s applicability to you.
Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website for details about how you can raise your concerns. https://www.sra.org.uk/
The content of this website is provided for information purposes only and does not constitute legal advice.
C Wilson Solicitors makes no representations or warranties as to the accuracy or completeness of the content of this website.
The reader acknowledges that any reliance on material found on this website will be at their own risk and you should contact the solicitor directly if you need legal assistance.
C Wilson Solicitors is authorised and regulated by the Solicitors Regulation Authority SRA number 400836