Complaints and Compliments Policy

Complaints and Compliments Policy

Wright Solicitors

Complaints and Compliments Policy

Our Complaints and Compliments 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. Likewise if you would like to compliment us on our service, we would like to hear about it as this too helps us to evaluate and improve our standards and enables us to understand that our service is being provided to clients’ satisfaction.  Compliments can be made verbally or in writing to the person dealing with your matter or emailed to info@wright-solicitors.co.uk.

If you have a complaint, please contact the person who dealt with your matter first to see if the matter can be resolved quickly between you. Sometimes, there has simply been a misunderstanding or we can put things right quickly.

If you are not happy with the outcome of this or if you do not wish to speak with the member of staff involved, please contact us in writing with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

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 client care director, Mr Stan Williets, who will review your matter file and speak to the member of staff who acted for you.

3. The person investigating your complaint will then normally contact you to discuss and hopefully resolve your complaint. S/he will do this within 21 days of sending you the acknowledgement letter.

We will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, confirming our final position and explaining our reasons within 28 days of sending you the acknowledgement letter. 

4.  If you are not satisfied, you can then contact the

Legal Ombudsman,

            PO Box 6806,

            Wolverhampton

            WV1 9WJ

about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk

The Legal Ombudsman’s leaflet in relation to pursuing a complaint, “Here To Help” can be obtained from https://www.legalombudsman.org.uk/?portfolio=here-to-help-leaflet

5. If you are concerned about our behaviour The Solicitors Regulation Authority can help you.  This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristics.

You can raise your concerns with the Solicitors Regulation Authority    http://www.sra.org.uk/consumers/problems/report-solicitor.page

You can contact us at:-

Wright Solicitors

Lutley House

13 St James’s Road

DUDLEY

DY1 1JF

Tel : 01384 255344

Fax: 01384 252024

E-Mail: info@wright-solicitors.co.uk