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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 do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the engagement letter we sent to you at the beginning of your matter.

If you do not feel able to raise your concerns with either of these people, or you are unsatisfied with their response, please contact Sarah Mills by email smills@wilfordsmith.com or by telephone 0808 169 5677

If you would like to make a formal complaint, then please see our full complaints policy below:

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 and in order that we do not miss anything, please tell us:

  • your full name and contact details;
  • what do you think we have got wrong;
  • how are you would like your complaint to be resolved; and
  • your file reference number (if you have it).

If you require any help in making your complaint, we will try to help you.

We 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.

How we deal with complaints

Making a complaint will not affect how we handle your case.

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, who will review your file and other relevant documents, and discuss the complaint with the person who dealt with your matter.

We may need to ask you for further information and/or documents. If so, we will ask you to provide the information and/or documents within a specific period of time.

We will update you on the progress of your complaint at appropriate times.

We may also, if appropriate, invite you to a meeting to discuss and hopefully resolve your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

What to do if we cannot resolve your complaint

We have eight weeks to consider your complaint. If we have not resolved it within this time you may be able to complain to the Legal Ombudsman, who will look at your complaint independently. You can complain to the Legal Ombudsman if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m or if you fall within certain other categories (you can find out more from the Legal Ombudsman).

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:

(a) within six months of receiving a final written response to your complaint; and

(b) no more than six years of the act or omission about which you are complaining; or

(c) no more than three years of when you should reasonably have known there was a cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

  • Visit: www.legalombudsman.org.uk
  • Call: 0300 555 0333 between 9am to 5pm.
  • Email: enquiries@legalombudsman.org.uk
  • Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme eg ProMediate. We will advise you at the conclusion of our complaints procedure whether or not we consider it appropriate to adopt an ADR process. If not, and you wish to complain further, you should contact the Legal Ombudsman. If we are willing to enter into an ADR process with ProMediate, subject to your agreement, we will advise you further regarding the likely costs and process to be followed.

The Solicitors Regulation Authority (SRA) 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. For further information visit the SRA website at https://www.sra.org.uk/consumers/problems/report-solicitor/

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.

The Legal Ombudsman service is free of charge.