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Complaints

We are truly committed to providing an excellent quality service to clients and we are concerned when there is client dissatisfaction. We operate a complaint procedure, and we will supply you with a copy of our complaint’s procedure on request. If you feel dissatisfied with the service you have received, please initially contact the Solicitor in the case to see if it can be resolved. If you want to make a formal complaint that should be addressed to Howard J. Wilson of this firm. We are permitted up to eight weeks by the legal ombudsman to consider your complaint. If we are unable to resolve the problem with you, you may ask the Legal Ombudsman to deal with the complaint. The Legal Ombudsman can be contacted at: PO BOX 6806 Wolverhampton WV1 9WJ www.legalombudsman.org.uk telephone 0300 550300

We aim to get the balancing exercise right, be client focused, with simple and accessible procedures, show accountability, while acting, fairly and proportionately (and we ask all clients please to reciprocate with this ethos) in our seeking to put it right. We are always pursuing continuous improvement. With a view to this we set out our internal procedure

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 by reviewing your case file.
3. We will then with your consent invite you to a meeting ( face to face or via the internet) to discuss and hopefully resolve your complaint. We will invite you within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, we will write to you to confirm what took place and any solutions that have agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving it within 21 days of sending you the acknowledgement letter.
6. If you are still not satisfied, you ask you please contact us again and Howard J. Wilson or Laurence Wilson will review the decision.
7. We will write to you within 14 days of receiving your request for that review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, then you can refer your complaint to the Ombudsman.

The Ombudsman’s office will decide whether they are able to deal with the referral checking the referral is made within 6 months from our response to the complaint or that it is made within 6 years of the act or omission complained of or that it was made within 3 years from the date of you knowing of it or that exceptional circumstances exist.

There is an alternative complaints bodies (such as Ombudsman Services: https://ombudsman-services.org  ) exist which are competent to deal with complaints about legal services. If you wish to complain further, you should contact the Legal Ombudsman or Solicitors regulation authority (sra)

We are regulated by the SRA and must comply with their standards and regulations including a set of principles and codes of conduct. If the complaint is about anyone in this firm and you consider we have acted in breach of our SRA regulatory obligations, or if you are not happy with the outcome of your complaint, you can refer it to the SRA to review. Their address is Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or DX 720293 BIRMINGHAM 47 telephone 0370 606 2555.

Our SRA number is 331870