Gazumping and gazundering – perils in an uncertain market
Research suggests that nearly a third of recent sellers have suffered gazundering, which property pundits attribute to a downturn in the market. But, in some areas, the lack of suitable...
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We are committed to providing the best possible service to all our clients. 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 fee earner who has conducted your matter to discuss your concerns and they will do their best to resolve any issues.
A complaint is defined by the Legal Services Commission as:
“any expression of client dissatisfaction, however it is expressed”.
There is no charge for handling your complaint and making a complaint does not affect how we handle your case.
In order to progress matters efficiently we aim to observe the following timetable but ask that you treat the response dates as targets only:
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:
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
If you would like more information about the Legal Ombudsman, please contact them on:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00am to 5.00pm. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.
For minicom call 0300 555 1777
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 0EH.
Alternative complaints bodies such as Ombudsman Services (www.ombundsman-services.org) exist, which are competent to deal with complaints about Legal Services should both you and our company wish to use such a scheme. We would give consideration to using Ombudsman Services if requested by you.
If we have to change our timescales above, we will let you know and explain the reasons.
The Solicitors Regulation Authority (SRA) 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, disability, or other characteristics. You can raise your concerns with the Solicitors Regulation Authority (http://www.sra.org.uk/consumers/problems/report-solicitor.page).
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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