Our Complaints Procedure
At Woods Whur we are committed to providing a high quality service to all our clients. When something goes wrong, we need you to tell us about it.
To whom do you complain?
If you have a complaint or are dissatisfied with the level of service you have received, we need you to write to us so that we can find a solution to your problem. You should detail the nature of your complaint in writing and send it to: Head of Professional Compliance, Woods Whur 2014 Limited, St James House, 28 Park Place, Leeds, LS1 2SP.
What will happen once we receive your written complaint?
- We will send you a letter acknowledging receipt of your complaint within seven days of us receiving your complaint.
- If necessary, we will ask you to provide us with further details/information. We will also let you know who will be handling the matter.
- An independent review of the case/matter will be conducted.
- We will start to investigate your complaint. This will normally involve us reviewing the case file and speaking with the person(s) who acted on your behalf.
- Following the investigation, we will send you a detailed response within 28 days from the date of your original complaint or, where we have asked you for further information, within 14 days of our receiving that information from you.
- Our final response will state the outcome of our investigation. If we require more time to investigate the matter, we will notify you and confirm when we will contact you next.
- In cases where the initial investigation has been investigated and you are not satisfied by our detailed response, we will refer the matter to our Head of Professional Compliance to review the decision. We will then write to you within seven days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied at the end of our own complaints process, you are entitled to contact the Legal Ombudsman.
The Legal Ombudsman is an independent organisation established to deal with complaints against Solicitors. Before it will consider a complaint the Legal Ombudsman generally requires that the firm’s internal Complaints Procedure has been exhausted. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further. You should do this within 12 months from the date you notified us of your original complaint, and only after receiving our final written decision on your complaint. The address to contact is:
Legal Ombudsman , PO Box 6806, Wolverhampton, WV1 9WJ
If we have to change any of the timescales above, we will let you know and explain why.