Our Complaints Policy
Wake Smith Solicitors is committed to providing a high-quality legal service to all our clients. In the event of a problem arising, therefore, we want you to tell us about it. This will allow us to resolve the issue to your satisfaction, help us to improve our standards, and assist in preventing any reoccurrence of the problem.
In the event of a complaint, our intention is that this policy:
Our Complaints Manager is Andrew Vidler.
If you are dissatisfied with our service, we would ask you firstly to bring the issue to the attention of the person who has conduct of your case, or their supervisor. You will have been informed who the supervisor is in the Client Care documentation sent to you at the start of your matter.
If your dissatisfaction cannot be resolved at that stage, you should write to our Complaints Manager, Andrew Vidler, at No 1 Velocity, 2 Tenter Street, Sheffield, S1 4BY with full details of the issues causing your dissatisfaction. Alternatively, you can send him an email with those details at email@example.com.
If you wish to complain about the Complaints Manager, then please write or ask to speak to our Chairman, Nick Lambert, who will undertake the role of the Complaints Manager in respect of your complaint.
You do not have to raise your complaint in writing. However, setting out your complaint in writing, either in a letter or an email, may help you to focus on the specific issues causing you dissatisfaction and would assist us in understanding the nature of your complaint and the remedy or remedies you are seeking. It is important for both of us to be clear as to the cause of your concerns and how they might be resolved to your satisfaction.
Once you have formally confirmed your complaint to us, the following process will begin:
If any of the timescales described above cannot be met, we will notify you, explain the reason for the delay and provide you with a time-scale for completing any remaining steps.
We are committed to trying to resolve any dispute in an amicable and sensible way, and believe that this can be best achieved through a properly conducted dialogue along the lines described above. However, at any time during this process, or if you continue to remain dissatisfied with our handling of your complaint, you may refer your complaint to the LeO.
You should be aware that, under the rules operated by the LeO, your complaint should be brought to the LeO either:
Ordinarily, the issue causing your complaint should have occurred after 5th October 2010 or you only found out about the issue after that date. If you are unable to comply with this time limit, the LeO may be unable to investigate your complaint.
You should also be aware that complaints should be brought to the LeO within six months of receiving a final response to your complaint from us. Both of these time limit rules should be satisfied for LeO to accept your complaint.
If you want to contact the LeO, you should call 0300 555 0333, e-mail firstname.lastname@example.org or write to The Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ. The LeO website address is http://www.legalombudsman.org.uk/
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