Complaints policy

Wingrove Law strives to provide clients with the very best service. However, if you are dissatisfied with the service you have received from us or with the bill, it is important you tell us about it.

Please raise any concerns you have in the first instance with the person undertaking the work for you or (where applicable) the person you have been told is that person’s supervisor. If you remain concerned about any issues then please write to us as follows:

• Mr G Peter, Wingrove Law, Blake House, 18 Blake Street, York YO1 8QG

What will happen to your complaint?
1. We will write to you within three business days of receipt of your complaint to acknowledge that we have received it.
2. We will record your complaint in our records and fully investigate it. This may involve:
• Examining the work that has been done for you and any advice that has been given;
• Asking you for further information or clarification if required;
• Where appropriate, arranging for you to meet with us to discuss the complaint.
3. We will then write to you within 28 days of receipt of the complaint setting out the outcome and our reasoning or, if further investigation is required, setting out what is being done and when you will hear from us again.
4. We may, at our discretion, arrange for your complaint to be reviewed by an independent third party legal services compliance adviser, solicitor or barrister, at our cost. If so, we will inform you of this and the likely timescales that would be involved.
5. If you are dissatisfied with the outcome then you may contact the Legal Ombudsman (LeO). You should not normally contact the Legal Ombudsman until we have attempted to resolve your complaint through our internal procedure or until 8 weeks have passed since the date when you first made your complaint. We do not however wish to discourage you from contacting the Legal Ombudsman for further information and advice should you wish to do so. The Legal Ombudsman is an independent complaints body, established under the Legal Services Act 2007, which deals with legal services complaints, and can be contacted at:

• The Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ Telephone: 0300 555 0333
• E-mail: enquiries@legalombudsman.org.uk
• Website: www.legalombudsman.org.uk

Please note: you cannot use the LeO to address your complaint if you are a business (other than a micro-enterprise), charity or club with an annual income of more than £1 million or a trustee of a trust with an asset value of more than £1 million.
If you are eligible to bring a complaint, you will need to do so within six months of receiving our final written decision in relation to your complaint and within one year from the date of the act or omission giving rise to the complaint, or alternatively one year from the date you should reasonably have known that there were grounds for complaint.
6. Alternative complaints bodies (such as Small Claims Mediation: http://www.small-claims-mediation.co.uk/) exist which are competent to deal with complaints about legal services should both you and we wish to use such a scheme, however we do not currently agree to use such a scheme.
7. If we have to vary any of the above timescales we will let you know and will explain the reason for this.