How to make a complaint
Please contact us as soon as you become aware of a problem, so we can deal with it quickly. You can raise a complaint in whichever way is easiest for you: by telephone, by email, by letter, or in person at either of our offices. Putting it in writing helps, because it lets you set out clearly what's gone wrong, but you don't have to.
Who to contact
Complaints handler
Our Complaints Manager
Telephone
Post Wimbledon Solicitors
191 Merton Road
South Wimbledon
London SW19 1EE
It helps us act quickly if you can include your name, a phone number or email we can reach you on, your file or matter reference if you have it, and a clear description of what went wrong and how you'd like it put right.
What will happen next
Every complaint is handled by our Complaints Manager, who is in overall charge of the process. Here's what you can expect, and the timescales we work to at each stage.
Within 1 working day
We log your complaint
As soon as we have your complaint in writing, our Complaints Manager opens a separate file for it, records the details on our internal complaint form, and enters it on our central complaints register. We aim to do this within one working day of receiving your written complaint.
Investigation begins
We look into what happened
The person handling your complaint will review your file and ask the member of staff who acted for you to respond and provide any further detail. Where it helps, we'll meet with them to discuss the situation before we come back to you.
Contact within 5 working days · meeting within 15
We invite you to discuss it
We'll contact you within five working days of receiving your complaint to arrange a meeting. This can be in person, by telephone, or by video call, and we'll hold it as soon as we can, and in any case within 15 working days of receiving your written complaint. If you'd rather not meet, that's absolutely fine. Just let us know, and we'll set out the result of our investigation and how we propose to put things right in writing, and by telephone where we can.
Within 2 working days of any meeting
We confirm it in writing
If we hold a meeting, we'll write to you within two working days afterwards to confirm what was discussed and any solutions we agreed. This letter will also explain what you can do if you're still not satisfied.
Final response within 5 working days of the review
If you're still unhappy: a review
If you remain dissatisfied, you can write to us again explaining why, and we'll arrange for your complaint to be reviewed. Depending on the circumstances, the review may be carried out by another partner or senior colleague who can look at it afresh, by the local Law Society or another firm of solicitors, or through independent mediation if you agree to it. Our Complaints Manager will then write to you within five working days of the review finishing, with the outcome and our final position. That letter will include the Legal Ombudsman's details, in case you want to take things further.
The Legal Ombudsman
The Legal Ombudsman is an independent body that deals with complaints about the service provided by legal professionals. Their service is free. If you're not satisfied with the way we've handled your complaint, or with our final response, you can ask the Legal Ombudsman to look at it. They'll normally expect you to have given us the chance to put things right first, and to have allowed us up to eight weeks to do so.
Time limits.
You'll usually need to take your complaint to the Legal Ombudsman:
- Within six months of receiving our final written response to your complaint; and
- No later than one year from the date of the act or omission you're complaining about; or
- No later than one year from the date you should reasonably have realised there was cause for complaint.
The Ombudsman can use its discretion to extend the one-year limit where it's fair and reasonable to do so. If your situation is unusual, it's still worth contacting them.
How to contact the Legal Ombudsman
Website
Telephone
0300 555 0333
Overseas: +44 121 245 3050 · Relay UK: 18001 0300 555 0333 Email
enquiries@legalombudsman.org.uk
Post Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Reporting concerns to the SRA
The Legal Ombudsman deals with complaints about service. Concerns about a solicitor's professional conduct or behaviour, for example dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or another protected characteristic, should be reported to the Solicitors Regulation Authority (SRA).
The SRA regulates solicitors in England and Wales. You can raise concerns with the SRA at any time. You don't need to wait for our complaints process to finish.
How to contact the SRA
Website
Telephone
0370 606 2555
Report concerns
sra.org.uk/consumers/problems/report-solicitor
Alternative dispute resolution
Alternative dispute resolution (ADR) schemes exist that can deal with complaints about legal services where both you and the firm agree to use them. We've chosen the Legal Ombudsman as our route for complaints that can't be settled directly. If we ever can't resolve a complaint through our own procedure, we'll confirm at that point whether we agree to use an alternative scheme.
Complaints about your bill
If your complaint is about a bill, please raise it with us first using the process above and we'll do our best to resolve it. You also have a separate right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Please note that if all or part of a bill remains unpaid, we may be entitled to charge interest.
We're here to put things right
If something hasn't gone as it should, please tell us. We want to help.