Complaints Procedure

Our complaints policy

We are 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 in the unfortunate circumstance there is any aspect with the service you are unhappy with, then please contact the solicitor dealing your matter.  If you are unwilling to do this or feel that the matter is too serious, then you should write to the Complaints Department of Waller Pollins Goldstein. Alternatively you can contact the Legal Ombudsman 0300 555 0333

What will happen next?

  1. All Client Complaints are forwarded to the Complaints Manager.
  2. The Complaints Manager will open a separate file for the complaint and record the details in the Firm’s Complaint Management Log. This will be done by the end of the day following receipt of the Client Complaint Form.
  3. The Complaints Manager will then investigate the complaint, by asking the relevant members of staff to reply to the complaint or provide further details.
  4. If necessary, the Complaints Manager will meet with the relevant members of staff to discuss the situation.
  5. The Complaints Manager will invite the complainant to a meeting to discuss the complaint and attempt to resolve it. The complainant will be contacted within 5 working days of receipt of their client to arrange this meeting, which should be as soon as possible and in any case within 15 working days of receipt of the complaint.
  6. If the complainant is not able or does not want to attend a meeting, the Complaints Manager will explain in writing, and if possible, also by telephone, the outcome of their investigations and a suggestion for resolving the complaint.
  7. If a meeting is held, the Complaints Manager will write to the complainant within two working days of the meeting, confirming the discussions that took place and any solutions that have been agreed.
  8. A letter sent to the complainant at this stage will contain details of what to do if the complainant is still unhappy. The complainant will be asked to write a ‘secondary complaint letter’ to the firm explaining why they are unhappy with the conclusion.
  9. The firm will then arrange for a review of the Complaints Manager’s decision. This will happen in one of the following ways:
    1. 1) Another Director or senior member of staff will review the complaint, and if necessary, re-investigate the details of the complaint.
    2. 2) The local Law Society or another firm of solicitors will be asked to review the complaint.
    3. 3) The Complaints Manager will ask the complainant to agree to independent mediation.
  10. The Complaints Manager will write to the complainant within five working days of the conclusion of the review, detailing the outcome of the review, and what the firm’s final position is with regards to the complaint. This letter will contain details of the Legal Ombudsman, who should be contacted if the complainant is still not satisfied.