COMPLAINTS PROCEDURE
I want to give you the best possible service. However, if at any point you become unhappy or concerned about the service I have provided, then you should inform me immediately so that I can do my best to resolve the problem.
If the matter cannot be resolved and you would like to make a formal complaint, please follow the complaints process set out in your engagement letter or the process below:
- Please raise the problem with Director & Head of Operations and Risk, Natasha Boyland.
- Woodstock Legal Services will acknowledge receipt of your complaint in writing within three working days of receiving it.
- Woodstock Legal Services will then investigate your complaint. This will normally involve Woodstock Legal Services' complaints partner reviewing your file and speaking to the member of staff who acted for you.
- Within 14 days of sending you the acknowledgement letter, Woodstock Legal Services' complaints partner will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, Woodstock Legal Services' complaints partner may instead offer you a chance to discuss the matter by telephone.
- Within three days of the meeting, or any telephone conversation Woodstock Legal Services has with you instead of a meeting, Woodstock Legal Services' complaints partner will write to you to confirm what took place and any solutions Woodstock Legal Services has agreed with you.
- In any case, Woodstock Legal Services' complaints partner will send you a detailed written reply to your complaint, including its suggestions for resolving the matter, within 218 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
- At this stage, if you are still not satisfied, you should contact Woodstock Legal Services again and Woodstock Legal Services will arrange for another Director to review that decision, or an appropriate alternative such as a review by another local solicitor or mediation to review the decision.
- Woodstock Legal Services will write to you within 14 days of receiving your request for a review, confirming Woodstock Legal Services' final position on your complaint and explaining its reasons.
- If Woodstock Legal Services has to change any of these timescales, Woodstock Legal Services will let you know and explain why.
What to do if I cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint
and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman.
What to do if you are unhappy with our behaviour.
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.