Complaints Procedure

Winston Rose Solicitors LLP Complaints Procedure

Introduction

At Winston Rose Solicitors LLP, we are committed to providing a high-quality legal service to all our clients. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can resolve your concerns promptly and effectively.

This document outlines our procedure for handling complaints in accordance with the Solicitors Regulation Authority (SRA) Code of Conduct and the requirements of the Legal Ombudsman.

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

How to Make a Complaint

If you wish to make a complaint, you can do so in writing, by email, or by telephone using the contact details below:

Complaints Manager: Qazi Imran Iqbal
Address: 480 Larkshall Road, London E4 9HH
Email: q.iqbal@winstonrsolicitors.com
Telephone: 020 3150 4129

In order to assist us in handling your complaint efficiently, please provide:

  • Your full name and contact details
  • Details of the matter you instructed us on
  • A clear description of your complaint
  • How you would like us to resolve the issue

What Happens Next?

1. Acknowledgment - We will acknowledge receipt of your complaint in writing within 5 working days.

2. Investigation - 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 may request further information or clarification from you if necessary.

3. Response - We aim to provide a written response within 4 weeks from the date of receiving your complaint. This response will outline our findings and any proposed resolution.

If we need more time to complete our investigation, we will notify you of the reason for the delay and provide an estimated timeframe.

If You Are Not Satisfied

If you remain dissatisfied with our response, you have the right to escalate the matter to the Legal Ombudsman, who can independently review your complaint. You must refer your complaint to the Legal Ombudsman within:

  • Six months of receiving our final response
  • No more than one year from the date of the act or omission you are complaining about (or one year from when you should reasonably have known there was a problem)

Legal Ombudsman Contact Details:

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

Complaints About Professional Misconduct

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 (SRA).

SRA Contact Details:

Website: www.sra.org.uk
Report Concerns Online:www.sra.org.uk/consumers/problems/report-solicitor

Confidentiality

All complaints will be handled confidentially and in accordance with our data protection policies.

Learning from Complaints

We will review all complaints to identify any areas for improvement. Where necessary, we will take corrective action to enhance our service quality and compliance.

Review of This Policy

This complaints procedure is reviewed annually to ensure continued compliance with regulatory requirements.

Last Reviewed: 17/02/2025