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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, Minerva House, 5 Montague Close, London SE1 9BB.

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.

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.

You can raise your concerns with the Solicitors Regulation Authority.

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. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or (if the problem happened more than six years ago) within three years of when you found out about the problem. Before accepting a complaint for investigation, 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 this must usually be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman, you should visit their website at www.legalombudsman.org.uk or call 0300 555 0333 (charged at standard rate) or call +44 121 245 3050 from overseas or write to Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ.