Our Complaints Policy and 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 you have a complaint, please contact us with the details. We would normally expect this to be made in writing to Stephen Scott, Client Care Partner, Wellers Law Group LLP, Tenison House, Tweedy Road, Bromley, Kent BR1 3NF or by email to stephen.scott@wellerslawgroup.com.

 

What will happen next?

1.                  We will send you a letter acknowledging receipt of your complaint and, if necessary, asking you to confirm or explain the details contained within your letter of complaint. We will also let you know the name of the person who will be dealing with your complaint. This will usually be our Client Care Partner Stephen Scott. You can expect to receive our letter within three days of us receiving your complaint.

2.                  Your complaint will be recorded in our central register within three days of us receiving the complaint.

3.                  We will then start to investigate your complaint. This will normally involve the following steps:

·        Stephen Scott will ask the member of staff who acted for you to reply to him concerning your complaint within seven days.

·        He will then examine the reply and the information in your file. If necessary he may also speak to them. This will take up to five days from the date he received the file and their reply to the complaint.

4.                 Stephen Scott will send you a reply to your complaint. This will include his suggestions for resolving the matter. He will do this within seven days of completing the investigation.

5.                 At this stage, if you are still not satisfied, you should contact us again. We will then arrange to review our decision. This will happen in one of the following ways:

·        A meeting with you may be arranged

·        Another partner of the firm will review Mr Scott’s decision within ten days

6.                  We will let you know the result of the review within five days of this being completed. At this time we will write to you confirming our final position regarding your complaint and explaining our reasons.

7.                  If you are still not satisfied, you can then contact the Legal Ombudsman at P O Box 15870, Birmingham B30 9EB. Any complaint to the Ombudsman about our service must be within six months of the end of the work we did for you or of you finding out there was a problem. If your complaint is about our conduct, you should contact the Ombudsman within six months of the conduct taking place. For further information you should contact the Ombudsman (helpline number 0300 555 0333) or refer to their website at www.legalombudsman.org.uk.

8.                  If we have to change any of the timescales above, we will let you know and explain why.