We are 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. If at any point you become unhappy with the service we provide to you or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you.
If you have a complaint, please contact us using the following methods:
FAO: Complaints Partner
Walker Prestons Solicitors
Please ensure you include the following in the Subject Heading: FAO: Complaints Partner
We kindly ask you include as much detail as possible within your complaint. This will allow Walker Prestons Solicitor to fully investigate your complaint and provide adequate remedial work along with a satisfactory response.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. The Walker Prestons Complaints Handling Director will have 8 weeks to investigate and respond to your complaint.
- During this 8 week period the Complaints Handling Director may attempt to discuss this matter with you over the telephone and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- If the matter is not resolved, the Complaints Handling Director will use the remainder of the 8 weeks to investigate and write to you to confirm what took place and any solutions he has agreed with you.
- The Complaints Handling Director will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 8 weeks of sending you the acknowledgement letter.
- If we are unable to resolve your complaint within eight weeks after you have brought it to our attention, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers.
The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem, as long as that date is after 5th October 2010. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The contact details for the Legal Ombudsman are as follows:
Calls from both mobiles and landlines to 03 numbers cost no more than calls to national geographic numbers (starting 01 or 02). Calls are recorded and may be used for training and monitoring purposes.
- For minicom: call 0300 555 1777
- In writing: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.
- If we have to change any of the timescales above, we will let you know and explain why.
- We will not charge you for handling your complaint.
The Solicitors Regulation Authority can help you if you are concerned about certain issues such if we have dishonestly or deliberately overcharged you, taken or lost your money or treated unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or 0370 606 2555, or via the website: www.sra.org.uk.