Complaints
Waymakers Legal wants to hear if something has gone wrong. Because legal services are provided through Woodstock Legal Services, complaints about legal work are handled under Woodstock's complaints procedure, which is summarised below.
Raising a concern informally with the person handling your matter will often resolve it fastest. If that is not appropriate, or you would rather not, you can complain formally at any time.
Who to contact
Natasha Boyland, Director and Head of Operations and Risk
n.boyland@woodstocklegalservices.co.uk
Woodstock Legal Services, 11 Haven Road, Poole, Dorset, BH13 7LE
For a concern about how your personal information has been handled, contact compliance@woodstocklegalservices.co.uk.
What happens next
- Your complaint is acknowledged in writing within three working days, telling you who will handle it and how the process works.
- The person handling it reviews the file and speaks to the staff involved.
- Within 14 days of the acknowledgement you are invited to discuss the complaint, by meeting or by telephone if you prefer.
- Within three working days of any meeting, what was discussed and agreed is confirmed in writing.
- Within 21 days of the acknowledgement you receive a detailed written reply, including any suggested resolution.
- If you are not satisfied, you can ask for an independent review by a Director who has not been involved.
- Within 14 days of that request, the final position is confirmed to you in writing.
- If any of these timescales need to change, you will be told and given a reason.
If you are still not satisfied
You may be able to ask the Legal Ombudsman to consider your complaint. There are time limits: a complaint must normally be made within one year of the act or omission complained about, and within six months of receiving a final response.
legalombudsman.org.uk
0300 555 0333 (9am to 5pm)
enquiries@legalombudsman.org.uk
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
The Legal Ombudsman deals with service complaints. Alternative dispute resolution is available to consumers rather than businesses.
Concerns about conduct
The Solicitors Regulation Authority deals with behaviour rather than service, matters such as dishonesty, the mishandling of money, a conflict of interest or unfair treatment. Its guidance on reporting a solicitor is at sra.org.uk.
Data protection
If your concern is about the handling of personal information and you are not satisfied with the response, you can complain to the Information Commissioner's Office at ico.org.uk.