Wilson Barca LLP Complaints Procedure

Img

Our approach to complaints

We aim to provide a high-quality legal service to all our clients. When something goes wrong we want you to tell us about it, so that we can address your concerns and improve our standards.

How to complain and who to complain to
Please first contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

If you are then still dissatisfied, and would like to make a formal complaint, we set out below our procedure

You need to make a formal complaint in writing to avoid any misunderstanding. The person with responsibility for complaints is:

Mr Ronald Brickley
Wilson Barca LLP
Carlisle Buildings,
18 Carlisle Street,
London,
W1D 3BX,

Email: ronbrickley@wilsonbarca.com

Our complaints procedure

  1. We aim to resolve your complaint within eight weeks.

  2. We will acknowledge your complaint within five working days of its receipt and send you a copy of this procedure.

  3. We will then investigate your complaint. This will normally involve passing it to our client care partner, Mr Ronald Brickley, if it has not already been sent to him directly. He will review your matter/ file and speak to the member of staff who acted for you or the person to whom the complaint relates to.

  4. He will then normally invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within fourteen days of sending you the acknowledgement letter.

  5. Within three days of the meeting, he will write to you to confirm what took place and any solutions he has agreed with you.

  6. If you do not want a meeting or it is not possible, he will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within twenty-one days of sending you the acknowledgment letter.

  7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a partner or someone unconnected with the matter at the firm to review the decision.

  8. We will write to you within the fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

  9. If we have to change any of the timescales above, we will let you know and explain why.

The Legal Ombudsman

If you remain unhappy after pursuing our complaints procedure you can lodge a complaint with the Legal Ombudsman, but it must be made in compliance with the following deadlines

a)   Within 6 months of receiving our final response to your complaint

and

b)  No more than one year from the date of the act or omission being complained about:

or

c)  No more than one year from the date when you should reasonably have known that there was cause for complaint


The Contact details are:

Postal Address:   Legal Ombudsman
                               PO Box 6167
                               Slough
                               SL1 0EH

Telephone:          0300 555 0333 between 9am and 5pm

Website:              http://www.legalombudsman.org.uk

E-mail:                 enquiries@legalombudsman.org.uk


The Solicitors Regulation Authority [“SRA”]

The SRA can help you if you are concerned about our professional behaviour including any concerns regarding possible dishonesty or discrimination.

You can contact the SRA at www.sra.org.uk and search for the section ‘Problems and Complaints.’