Complaints Procedure

Winston Rose Solicitors Complaints Procedure

Winston Rose Solicitors is committed to providing high quality legal services. However, we recognise that there may be occasions when clients are dissatisfied with our services. This document outlines our complaints procedure, designed to resolve issues promptly and fairly.

This procedure covers all complaints against Winston Rose Solicitors and its employees, including solicitors, support staff, and any other representatives acting on behalf of the firm.

A complaint is defined as an expression of dissatisfaction with our services, whether oral or written, and whether justified or not.

Clients are encouraged to bring their concerns to our attention as soon as possible. Complaints can be made in writing, by email, or in person. Contact details for submitting complaints are as follows:

Winston Rose Solicitors
480 Larkshall Road
E4 9HH
Phone: 020 3150 4129

Upon receiving a complaint, we will acknowledge it within 10 working days. The acknowledgment will include the name of the person handling the complaint and an estimated timeframe for resolving it.

The person responsible for handling the complaint will conduct a thorough and impartial investigation. This may involve reviewing relevant files, speaking to involved parties, and considering any evidence provided.

We aim to resolve complaints promptly and within 4 weeks from the date of acknowledgment. Upon completing the investigation, we will provide a written response to the complainant. The response will outline the findings, any actions taken, and any proposed remedies.

If the complainant remains dissatisfied with the resolution, they may request a review by a senior member of the firm who was not involved in the initial investigation. This request should be made within 2 weeks of receiving the response.

If the complainant is still dissatisfied after the internal review, they may refer the complaint to the Legal Ombudsman, whose contact details are as follows:

Legal Ombudsman
PO Box 6167
Phone: 0300 555 0333

Additionally, if you have concerns about our behaviour related to issues such as dishonesty, mishandling or loss of funds, or unfair treatment based on characteristics like age, disability, or other distinguishing features, you can raise your concerns with the Solicitors Regulation Authority.

We will regularly review and analyse complaints to identify areas for improvement in our services. This process is crucial for ensuring ongoing quality and client satisfaction.

All complaints and related information will be handled confidentially and in compliance with data protection laws.

This procedure will be reviewed regularly to ensure its effectiveness and compliance with legal and regulatory requirements.

Winston Rose Solicitors - Date of Last Revision:13/02/2024