Information

We hope that you will never feel it necessary to complain or express dissatisfaction with our services. If, however, a problem does arise, please draw it to our attention immediately so that we may endeavour to resolve it to your satisfaction.

If you do have a complaint please address it in the first instance to the person responsible for your matter. If you would rather not speak to the person responsible for your matter or it has not been resolved to your satisfaction please contact the complaints officer, Anthony Dodson in writing at anthonydodson@wills-chandler.co.uk or at our business address.

All complaints are investigated, handled promptly and fairly. Please allow us time to try and resolve your complaint. We will not charge for your complaint. If we have not resolved your complaint to your satisfaction you may be able to complain to the Legal Ombudsman and the service is free. The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.

You have the right to complain to the Legal Ombudsman normally within six months of receiving a final written response from us about your complaint. You can contact them directly at:

The Legal Ombudsman
PO Box 6617
Slough
SL1 0EH

Telephone: 0300 555 0333
BT NGT Lite 18001 0300 555 0333

Website: www.legalombudsman.org.uk

The Legal Ombudsman is completely independent and free to use.  You will have to contact the Ombudsman within a year of the issue you are complaining about, or if longer, within a year of you finding out about the issue.  The time limits may be extended by the Ombudsman in certain circumstances.

The Solicitors Regulation Authority can help if you are concerned about our actions. Please visit their website (www.sra.org.uk) to see how they may be able to help.

You have a right to complain about your invoice. You may also have the right to object to the invoice by making a complaint to the Ombudsman at the address stated above. You may also have the right to apply to the court for an assessment of the invoice under Part III of the Solicitors Act 1974.