Woods Solicitors is 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 you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. You should write to, or speak with, Richard Earland who is the sole Principal.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure. If appropriate we will respond to your complaint when we reply.
2. Alternatively we will then investigate your complaint. This will normally involve passing your complaint to Mr Earland, who will review your matter file and if necessary speak to the member of staff who acted for you.
3. If you wish you may attend a meeting to discuss and at which, it is hoped, resolve your complaint. You may do this within 14 days of receiving the acknowledgement letter.
4. Within three days of the meeting, Mr Earland will write to you to confirm what took place and any solutions he has agreed with you.
5. If we have not responded to your complaint, or you do not want to attend a meeting, or it is not possible, Mr Earland will send you a detailed
written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we
will review your comments. Depending on the matter we may at this stage arrange for an independent solicitor to review the decision
7. 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.
8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ about your complaint. Anycomplaint to the LO must usually be made within a reasonable time of your becoming aware of the problem, or within a reasonable time from the end of the matter. The LO has a Complaints Acceptance Policy which sets out the timeframes in which they would expect you to raise any complaint with them. For further information, you should contact the LO on 0300 555 0333 or refer to www.legalombudsman.org.uk
If we have to change any of the timescales above, we will let you know and explain why.
15 Buxton Old Road
01663 765 511
Give us a call today for further information on our services.