Complaints Process

If you have a complaint or are not satisfied with the standard or proficiency of the work, the service provided or the associated bill you should raise the matter with your assigned Client Partner. You may contact your Client Partner using the contact details supplied to you, by calling our switchboard on 020 7593 5000 or by writing to us at Winckworth Sherwood LLP, Arbor, 255 Blackfriars Rd, SE1 9AX.

If the work is being done in a department of the firm of which the assigned Client Partner is not a member, the Client Partner will deal with your complaint in conjunction with the Head of Department concerned.

If your complaint is about the Client Partner you should take the matter up with the firm’s Managing Partner.

We will acknowledge complaints within 2 working days and try to ensure that they are dealt with promptly. The Client Partner, Head of Department or Managing Partner (as applicable) will investigate the complaint and aim to respond within 10 working days. If this is not possible, we will advise you of the likely timescale for responding and reason for the delay. We will respond to your complaint in any event within eight weeks.

What do to if we cannot resolve your complaint

If you are not happy with our response, or if we have not given you a final response within eight weeks, you may be able to refer your complaint to 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 our final response to your complaint

and

• 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 reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them:

Contact details

Visit: legalombudsman.org.uk
Call 0300 555 0333 between 10am to 4pm.
Relay UK: 18001 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO BOX 6167, Slough, SL1 0EH

What do to if you are unhappy with our behaviour

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.