complaints Policy

Wilson Bramwell Solicitors

Complaints Policy

Our complaints policy

Wilson Bramwell is committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervisor, please contact us as soon as you are aware of the problem in order that this can be addressed.

What will happen next?

1.       We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure. We will use our best endeavours to accommodate any requests for the correspondence to be in a particular format.

2.       We will then investigate your complaint. This will normally involve passing your complaint to our client care director, Robert Minors, who will review your matter file and speak to the member of staff who acted for you.

3.       Robert Minors will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 working days of sending you the acknowledgement letter.

4.       Within three working days of the meeting, Robert Minors will write to you to confirm what took place and any solutions he has agreed with you.

5.       If you do not want a meeting or it is not possible, Robert Minors will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.

6.       At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another director to review the decision.

7.       We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8.       If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at https://www.legalombudsman.org.uk.

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

Contact details

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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 to see how you can raise your concerns with the Solicitors Regulation Authority.

9        If your complaint involves Robert Minors then it will be dealt with by Andrew Scatchard.

10      If we have to change any of the timescales above, we will let you know and explain why.