We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then please see our full complaints procedure as follows:-
Our complaints policy
Our clients really matter to us. We work tirelessly to provide a service that perfectly fits your needs. We want to help you get the outcome you want, regardless of the nature or complexity of your situation. Our client care is of the highest standard, however, where you are not entirely satisfied with the service you have received, we need to know. Please use the following complaints procedure to bring any issues or concerns you have to our attention, and we will use this information to help improve our service.
If you would like to make a complaint, please contact us as soon as possible outlining the details of your complaint. We will consider all complaints within eight weeks and provide a response. Where we are unable to resolve your complaint within this time, you may take your complaint to the Legal Ombudsman.
What happens after I have made a complaint?
- Wilford Smith will send you a letter acknowledging receipt of your complaint within three days of receiving it. We will also enclose a copy of this procedure for your convenience.
- We will then take care to investigate your complaint. Complaints will normally be investigated by our client care partner. They will review your matter file and discuss the complaint with the member of our team who acted for you.
- Our client care partner will then invite you to a meeting to discuss and hopefully resolve your complaint. We will take every care to ensure your concerns are heard and met with understanding. They will do this within 14 days of sending you the acknowledgement letter.
- Within three days of this meeting taking place, our client care partner will write to you to confirm what was discussed at the meeting and any solutions that they have agreed with you.
- Where you do not want to meet with our client care partner to discuss your complaint, or where this is not possible for you, our client care partner will send you a detailed written reply to your complaint. This will include suggestions for resolving the matter and you will receive this letter within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you can get in contact with us again. We will make every effort to arrange for another suitable party, such as another partner or someone unconnected with the matter at the firm to review your complaint, and any decision we have previously reached. They may propose alternatives such as review by another local solicitor or mediation to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- We hope that we can help resolve your complaint, but if you are still not satisfied, you can then contact the Legal Ombudsman at:
PO Box 6806,
Making a complaint will not affect how we handle your case.
The 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.
You can raise your concerns with the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint
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
- 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.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ