Walker Thomas Solicitors

Complaints Handling Policy

Our complaints policy

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 you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Partner, Andrew Thomas, who will review your matter file and speak to the member of staff who acted for you.
  3. Andrew will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Andrew will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible, Andrew will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, you can contact the Legal Ombudsman about your complaint. Their details are:

Legal Ombudsman,
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333. Email enquiries@legalombudsman.org.uk

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response about your complaint or within 6 years of the act or omission about which you are complaining occurring (if outside of this period, within 3 years of when you should reasonably have been aware of it). Please be aware we have eight weeks to consider your complaint and provide you with a final written response; accordingly, the timescales in paragraphs 4 and 5 above may be subject to change. If that happens, we will let you know and explain why. If we have not resolved it within this time you may complain to the Legal Ombudsman. Please note, some clients may not have the right to complain to the Legal Ombudsman but this will be explained to you if applicable to your matter.