SpainWilliams and our consultant solicitors and legal executives always aim to provide our clients with the best quality legal services we can. All of us are human so sometimes things do go wrong so, when this happens, we will do everything we can to work out what has happened and to reach a positive resolution.
In the first instance, if you feel you can, then please do speak to the lawyer acting for you about your concerns. Sometimes you will find that further open and frank communication with them can resolve things to your satisfaction. Our lawyers always have your best interests at heart and will do their absolute best to resolve any issues and concerns you have.
That said, you should always feel free to use our Complaints Policy to raise a formal complaint at any time if you feel you need to. If you do use this policy this will not affect the services our consultants and we provide to you, except in some instances where this would create a conflict of interest as explained in our Complaints Policy.
Our Complaints Policy, which can be found by clicking here, provides information about:
We will deal with your complaint in accordance with our Complaints Policy. Usually this will involve seeking to resolve the matter by investigating your complaint and then issuing you with our findings in the form of a complaint determination letter. Our complaint determination letter will contain the results of our investigation and explain what further steps you can take.
If we do not do this, or if we do this but not to your satisfaction, then, subject to scheme rules, you may approach the Legal Ombudsman within six months of receiving our complaint determination letter, or if we fail to respond to you, within eight weeks of our receipt of your complaint.
Click here for details of our Complaints Policy, which includes details as to how and when you can complain to the Legal Ombudsman.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you are eligible to make use of its services, that you have tried to resolve your complaint with us first and that it is able to make a determination on the matter that you are complaining about.
This firm and all lawyers working with us are regulated by the Solicitors Regulation Authority (SRA) or the Chartered Institute of Legal Executives. If your concern relates to compliance with our professional rules (for example, regarding matters of honesty, protecting any money we hold for you, shutting down the firm without telling you, breaking SRA rules, or treating you unfairly because of your age, a disability or another characteristic), then you can still ask us to address this directly or through our Complaints Policy.
Alternatively, you can raise your concerns with the Solicitors Regulation Authority directly.
Click here for details of our Complaints Policy, which includes details as to how and when you can complain to the Solicitors Regulation Authority (SRA).
If your complaint relates to a Legal Executive then you may also be able to complain to the Chartered Institute of Legal Executives.