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Complaints Procedure

Our Complaints Policy

Wildings Solicitors is 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.

Our Complaints Procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed.

What Will Happen Next?

  • We will send you a letter acknowledging receipt of your complaint, enclosing a copy of our complaint procedure, within five working days of us receiving the complaint.
  • We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mr Ghaffar Hussain, who will review your matter file and speak to the member of staff who acted for you.
  • Mr Ghaffar Hussain may then invite you to attend a meeting to discuss and, it is hoped to resolve your complaint within 14 days of sending you the acknowledgement letter.
  • Within three working days of the meeting, Mr Ghaffar Hussain will write to you to confirm the details of the meeting and any solutions he has agreed with you.
  • If you do not wish to attend the meeting or it is not possible to arrange, Mr Ghaffar Hussain 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.
  • At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision.
  • We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  • If you are not satisfied with our handling of your complaint, you can contact the Legal Ombudsman to consider the complaint. The Ombudsman may be contacted on 0300 555 0333 (they are open 8.30am to 5.30pm Mon-Fri), or at enquiries@legalombudsman.org.uk), or by writing to PO Box 6806, Wolverhampton, WV1 9WJ 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.
  • The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority, www.sra.org.uk, Postal address, Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN, Telephone, 0370 606 2555 for international calls +44(0)121 3296800.

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

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