CLIENT SATISFACTION & COMPLAINTS
Woolliscrofts Solicitors are committed to high quality legal advice, we pride ourselves on the standard of service which we offer in all aspects of our work and client satisfaction is extremely important to us. However, if at any point you become unhappy or concerned about the service provided to you by Woolliscrofts Solicitors, or any bill or request for payment which you have received from us, then you should inform us immediately so that we can do our best to resolve the problem for you.
All Solicitors have a professional duty to attempt to resolve problems that may arise with their services. It is, therefore, important that you immediately raise any concerns you may have with us. Woolliscrofts Solicitors value you as a client of our business and certainly would not wish to think you have reason to be unhappy with us.
Unless any concern or dissatisfaction which you may have actually involve the Client Care Director of this Company (in which case you should contact our Managing Director, Mr Andrew J. Barnett) please contact our Client Care Director, Mr Christopher Mason.
The contact details of our Client Care Director and Managing Director are as follows:-
Mr Christopher Mason,
Solicitor & Client Care Director,
Woolliscrofts Solicitors Limited,
6-10 Broad Street,
Direct Dial Telephone Number: (01782) 406850
Mr Andrew J. Barnett,
Solicitor & Managing Director,
6-10 Broad Street,
Direct Dial Telephone Number: (01782) 406851
If you would like to make a formal Complaint then you can access our full Complaints Procedure here
Any complaints which may arise are handled promptly, fairly and effectively in accordance with our Internal Complaints Handling Policy and Procedure.
WHAT HAPPENS IF I DON’T AGREE WITH YOUR VIEWS ON A COMPLAINT ?
If Woolliscrofts Solicitors are unable to resolve a complaint with you then you have the right to complain to the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from Professionals such as Solicitors.
Please, however, note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
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 a Final Response to your Complaint from Woolliscrofts Solicitors AND
EITHER no more than six years from when the problem, act or omission giving rise to your complaint occurred;
OR no more than three years from when you should reasonably have known there was cause for complaint.
In any event, the Legal Ombudsman will not accept Complaints where the act / omission or date of awareness were before 6th October 2010.
If you would like more information about the Legal Ombudsman please contact them.
The contact details for the Legal Ombudsman are as follows:-
PO Box 6806,
COMPLAINTS ABOUT BILLS:-
In addition to the entitlement to complain about a bill in the manner described above, there may also be a right for you to object to a bill by applying to the Court for an Assessment of the bill under Part III of the Solicitors Act 1974.
Please note that if all or part of a bill remains unpaid the Terms of Business of Woolliscrofts entitle us to charge interest and to exercise a lien in respect of any files or documents held by us relating to you.