We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we 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 you can read our full complaints procedure below. 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.
WARTNABY HEFFORD – COMPLAINTS PROCEDURE
1. Our Policy
We are committed to providing a high quality legal service to all our Clients. If you feel that we have failed in this, we ask you to let us know, so that we can try to put the matter right and also make any changes so as to improve our standards.
2. Initial Procedure
If you have a concern about any aspect of the matter which we are handling for you, or if you are unhappy with the service which we are providing, please raise this with us by speaking or writing to:-
(a) The Lawyer who is handling your matter for you:- or
(b) The Head of Department:-
(c) The Client Care Partner.
The Head of the Property Department is Mr. Jeremy Wakefield.
The Head of the Wills, Trusts and Probate Department is Mr. Sandra Garvey.
The Head of the Litigation Department is Mr. David Brown.
The Client Care Partner is Mr. David Brown, who is the Partner designated to deal with complaints. His deputy is Russell Dowling.
3. Complaints Procedure
If the problem cannot be quickly resolved by informal discussion we shall send you a letter acknowledging receipt of your complaint. We shall then wish to make sure that we have full details of the complaint and understand the nature of the problem from your point of view. The Partner investigating the complaint will discuss the matter with the Lawyer and look at the file as necessary, and may then contact you for any further information or to discuss the matter with you. The Partner will review the matter and try to resolve your complaint and reach agreement with you as to any steps which may need to be taken. The Partner may offer you a personal meeting for this purpose, and after the meeting will write to you to confirm the main points arising at the meeting and any solution agreed with you. If a meeting is not practical, or if you do not wish to have one, the Partner will send you a written reply to your complaint, including any suggestions for resolving the matter.
We make no charge for our time spent handling your complaint.
4. Time Scale
We aim to send you our initial letter acknowledging receipt of the complaint, and asking for any further information that we need from you at that stage, within five working days of receiving your complaint.
We aim to complete our handling of your complaint within eight weeks from receiving it, but this does depend on how quickly you reply to any requests from us for further information and any proposals that we may make to resolve your complaint.
5. Legal Ombudsman
If at the end of the procedure, or eight weeks after starting it, you are dissatisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. The website of the Legal Ombudsman is www.legalombudsman.org.uk and the postal address is PO Box 6806, Wolverhampton, WV1 9WJ. The email address is , and the telephone number 0300 555 0333. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
6. Time Limits for Complaint to Legal Ombudsman
(a) Six years from the date of the act or omission by us which gave rise to your complaint, or
(b) If the act or omission was more than six years ago three years from the date when you should reasonably have known that there were grounds for complaint.
(c) In either (a) or (b) the act or omission must have taken place after 6th October 2010.
(d) If you have made a formal complaint to us under this procedure, the time limit for a complaint to the Legal Ombudsman is six months from your receiving our final written response to your complaint.