Wyn Legal Complaints Procedure
We are committed to providing a high quality legal service. A formal complaint arises either when a client requests a copy of our complaint’s procedure in order to register a complaint or, makes a formal complaint in writing.
Despite all our best efforts to meet and hopefully exceed our client’s expectations, a complaint will arise from time to time. Our policy is to resolve complaints promptly, fairly and effectively because:
Our clients are entitled to expect this from us.
We value our client relationships.
We strive to set a high standard within the legal profession.
Complaints are usually better dealt with quickly.
How we handle complaints.
The Legal Ombudsman refers to a 3 stage process with which we agree – (i) listen, (ii) inform and (iii) respond. Our managing partner will ensure that he understands what your complaint is about before he begins to investigate it.
Once we receive your complaint we will confirm receipt of it within 3 working days (by return if possible) and provide you with a copy of this procedure.
If the matter about which you have complained is ongoing, you should feel free and have confidence to continue to work with the person who is representing or advising you. Our managing director will not take over your legal work but will happily discuss with you whether someone else should.
Our managing director may consider with you the options you would like him to cover – whether it relates to getting something back on track quickly, changing to a different lawyer if appropriate or possible, a reflection of your dissatisfaction in our fees or anything else – there is no one size that fits all.
There is no charge for dealing with your complaint.
Our managing director will try to deal with your complaint as quickly as possible. We have 8 weeks from acknowledging your complaint but we would hope to be able to resolve it within that time. If for any reason it cannot be resolved as quickly as we would like, then we will let you know.
Once we have investigated your complaint and established all the facts, our managing director will let you have his decision, together with his reasons for it.
If we find that the service we provided was poor, we will offer you a suitable remedy. We will try to make that proportionate to the problem you will have experienced. For example, if there was a small administrative error that did not adversely affect your case or transaction but caused minor inconvenience, then an apology might be the appropriate remedy. On the other hand if you complained about your bill and were found to have been overcharged, then in addition to an apology we would of course refund any overcharge and if appropriate consider compensation.
If the outcome is that we feel you were offered a reasonable service, our managing director will provide you with a full and clear explanation about how he came to this conclusion.
At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This may happen in one of the following ways:
– The Managing Director will review his own decision.
– We will invite you to agree to independent mediation (using a scheme such as ProMediatate). If we are unable to resolve your complaints and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an approved alternative dispute resolution provider in the UK via the EU “ODR platform” (http://ec.europa.eu/odr).
If we cannot agree, we will direct you to the Legal Ombudsman as the next step. You can contact the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ. Any complaint must usually be made within 6 years of the act or omission of which you complain or within 3 years from when you should reasonably have known there was cause for complaint. The Legal Ombudsman can be contacted on (0300 555 0333) or via the website www.legalombudsman.org.uk.
If you are unhappy about our behaviour, you may wish to make a complaint to the Solicitors Regulation Authority. Complaints about our behaviour may include (but are not limited to) dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise a concern by visiting the Solicitors Regulation Authority website.
We will not charge you for handling your complaint.
Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
The Legal Ombudsman service is free of charge.
The ODR platform itself is free to use, but the ADR entity to which the complaint is transmitted may charge for its service. The ADR entity is responsible for informing all parties of the cost of its dispute resolution procedure.