COMPLAINTS PROCEDURE

At WLS Solicitors we value feedback. We welcome feedback of all types as we constantly strive to improve our quality of service. If you are unhappy with any aspect of our service, please do not hesitate to contact us. You can email with any negative feedback using the address info@wlssolicitors.co.uk

 

HOW DO I MAKE A COMPLAINT?

In the first instance we ask that you discuss your concerns with the lawyer who is acting for you who will endeavour to resolve any issues.

If your complaint cannot be resolved directly between you and the lawyer who is acting for you then please email your complaint detailing the issues where you feel we fell short of the standard we should have provided to mike.pollard@wlssolicitors.co.uk Mike is a Director of WLS Solicitors and will acknowledge receipt of your complaint prior to carrying out an investigation as to how we are able to resolve the issue.

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)


If we have not responded satisfactorily to any complaint within eight weeks or if we have responded and you do not accept our response you may complain to the Legal Ombudsman.

Normally, you will need to bring a complaint to the Legal Ombudsman from no later than six months of receiving a final written response from us about your complaint or one year from the date of the act or omission being complained about; or one year from the date when the complainant should have realised that there was cause for complaint. The Legal Ombudsman retains the ability to exercise discretion to extend the 1-year time limit for specific customers if, on the evidence, it was fair and reasonable to do so.