Winters & Co Solicitors

Complaint Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Partner Siva Winters who can be contacted at [email protected] , who will review your matter file and speak to the member of staff who acted for you.
  3. Our Complaints Partner will then invite you to a meeting to discuss and hopefully resolve your complaint. He/ She will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, our Complaints Partner will write to you to confirm what took place and any solutions he has agreed with you.
  5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for an appropriate alternative such as review by another local solicitor or mediation to review the decision.
  6. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  7. If you are still not satisfied, you can contact: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

about your complaint. 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 but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected]

If we have to change any of the timescales above, we will let you know and explain why.

The Solicitors Regulation Authority can help you if you are concerned about our handing of your matter. This could be for things like delays, an issue with our advice, taking or losing your money or treating you unfairly because of your age, a disability or other characteristics.