Our complaints procedure
If you have a complaint, please contact us with the details and we will work to resolve any issues at this stage, this will not affect how we handle your case. If, at any stage, you have concerns about our behavior you can contact the SRA as our regulating body. 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. https://www.sra.org.uk/consumers/problems/report-solicitor.page
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 5 working days of us receiving the complaint, enclosing a copy of this procedure;
- We ask that you summarise the nature of your complaint in writing. We will then investigate your complaint. This will normally involve passing your complaint to our client care Director, Mark Warcup, who will review your matter file and speak to the member of staff who acted for you;
- Mark Warcup will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgment letter;
- Within 3 days of the meeting Mark Warcup will write to you to confirm what took place and any solutions he has agreed with you;
- If you do not want a meeting or it is not possible, Mark Warcup will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgment letter;
- If Mark Warcup is the fee earner dealing with your matter then your complaint (including steps 2-5 above) will be dealt with by Sarah Wright;
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director or someone unconnected with the matter at the firm 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 Warcup Law Firm takes longer than eight weeks to resolve the complaint you may take it to the Legal Ombudsman without waiting for a final response.
- If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. The Legal Ombudsman’s first step will be to confirm that you have tried to resolve the complaint with us. Any complaint to the Legal Ombudsman must be made within ONE year from the date of act of omission OR ONE year from when the complainant should have known about the complaint but for further information you should contact the Legal Ombudsman.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
If we have to change any of the timescales above, we will let you know and explain why.