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We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately so that we can do our best to resolve the problem. In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
WSP Solicitors Limited is committed to providing a high-quality legal service to all our clients. When something goes wrong, we want you to tell us about it. This will help us to improve our standards.
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Please address your concerns in writing to Jason Roberts, Practice Manager, WSP Solicitors Limited, 3-7 Rowcroft, Stroud, Gloucestershire GL5 3BJ or via email to jasonroberts@wspsolicitors.com
In order to progress matters efficiently we aim to observe the following timetable but ask that you treat the response dates as targets only:
Within 2 working days we will send you a letter acknowledging your complaint and inviting you to confirm or explain the details by completing and returning the Complaint Form or arranging an alternate way to communicate to us e.g. a meeting at the office, if appropriate.
We will record your complaint in our Central Register and open a separate file for your complaint.
Within a further five working days of receipt of your Complaint Form or letter of complaint or your complaint having been communicated to us in an alternate agreed method, we will acknowledge it and confirm what will happen next.
We will also let you know the name of the person who will be dealing with your complaint.
We will then start to investigate your complaint. This will normally involve the following steps:
At this stage, if you are still not satisfied you may write to the Legal Ombudsman (address below) or you can write to us again within 10 working days of receipt of the Company’s proposals to resolve the matter requesting another Director to review the decision.
We will then either:
Or
Our timescales are subject to be amended depending on the complexity of the matter and submission. If we have to change any of the timescales above, we will let you know and explain why.
The Legal Ombudsman can help you, if your complaint has not been resolved to your satisfaction within 8 weeks of it being made. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
From the 1 April 2023, the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned, or within a year of your realising there was a concern.
Alternative complaints bodies such as ProMediate exist which are ADR certified and competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
We do not agree to use ProMediate as the Legal Ombudsman already works in a similar way even though not currently ADR certified.
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 protected characteristic.
You can raise your concerns with the Solicitors Regulation Authority.
I have nothing but praise for all of the people I have dealt with over the years. Nothing has been too much trouble and I would have no hesitation in recommending them.P. Browne
A very thorough and professional company. Always found staff to be very approachable, helpful and very clear in their explanations of all options available to me. Would strongly recommend WSP.D. Maton
WSP is the one-stop superstore for all your legal requirements. It is staffed with friendly, professional and expert people who are a pleasure to deal with. As a long term user of the company I always recommend WSP to all of my friends based on my own happy experience.D. Wilkins
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