Ward Hadaway LLP (“firm”) is committed to providing a high-quality legal service to all clients. However, we recognise that occasionally things can go wrong and if this happens we need you to tell us about it. This will assist us in resolving the situation and help us to learn and improve our own standards.
This policy is for clients of the firm or their representatives. It is also for beneficiaries of an Estate or Trust where the firm acted or acts for the Estate or Trust. If you do not fall into these categories please refer to our complaints procedure for non-clients here.
If you are not happy with the service we provide to you, you should promptly contact the person or team dealing with your matter or our Complaints Partner (complaints@wardhadaway.com) setting out your concern and the outcome you are seeking. We will do our best to resolve your concern fairly and always without charge to you.
What will happen next?
- We will always aim to acknowledge your complaint within 3 working days of receipt of your complaint.
- Your complaint will be considered by or on behalf of our Complaints Partner. Alternatively it may be passed to the person in charge of the legal area to which your complaint relates for consideration.
- We may ask you for clarification of your complaint or aspects of it to help us to understand what you are complaining about and the outcome you are seeking.
- We normally aim to provide a written response to your complaint within 1 calendar month.
- If you are not satisfied with our response you can let us know and we will then arrange a review of our decision. We will:
- Review the complaint again taking into account any further information you have shared; or
- Arrange for someone else within the firm, who has not been involved in your complaint, to review it.
- We would generally aim to do this and provide our further response within 14 days of you letting us know that you remain unhappy.
- In some circumstances we may need longer to consider your complaint. If we have to change any of the timescales set out above we will let you know.
Your legal rights
If you do not agree with our final response you may have the right to refer your complaint to the Legal Ombudsman. The Legal Ombudsman is an independent organisation dealing with complaints about service issues with legal professionals. Details of who can complain to the Legal Ombudsman can be found in the scheme rules (Scheme Rules | Legal Ombudsman) or you can enquire directly to the Legal Ombudsman.
Before accepting your complaint the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
If you wish to refer your complaint to the Legal Ombudsman you must do so:
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should have realised that there was cause for complaint;
and
- Within six months of receiving a final response to your complaint.
If you would like more information about the Legal Ombudsman, please contact them at
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
If your concern relates to our professional conduct or behaviour the Solicitors Regulation Authority can help you. You can contact the Solicitors Regulatory Authority at:
Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN
Telephone: 0370 606 2555
https://www.sra.org.uk/consumers/problems/report-solicitor
In respect of any disputed invoice, you may apply to the court for an assessment of the invoice under Part III of the Solicitors Act 1974.
Alternative complaints bodies exist, and an example is Independent Mediators whose website is www.independentmediators.co.uk. We do not agree to use such an alternative complaints body as we consider that the Legal Ombudsman has the most experience in dealing with such complaints.
How to contact us:
E-mail: complaints@wardhadaway.com
Telephone: 0330 137 3000
Correspondence: Ward Hadaway LLP, Sandgate House, 102 Quayside, Newcastle upon Tyne, NE1 3DX