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Reporting a Complaint
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, you should inform us immediately, so that we can do our best to resolve the problem. Woolley Beardsleys & Bosworth LLP is authorised and regulated by the Solicitors Regulation Authority and is therefore subject to the SRA Code of Conduct.
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns. However, if you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervisor, please contact us as soon as you are aware of the problem so this can be addressed. You can do this by contacting Jen Couchman directly. If you find that we are unable to resolve your complaint, then you can contact the Legal Ombudsman, an independent body created to resolve disputes between clients and legal firms, or the Solicitors Regulation Authority. The contact details for each of these is below.
Jen Couchman
Woolley Beardsleys & Bosworth LLP
29 Rectory Place
Loughborough LE11 1UW
jen.couchman@woolleybees.co.uk
Legal Ombudsman
www.legalombudsman.org.uk
0300 555 0333 (09.00 – 17.00)
enquiries@legalombudsman.org.uk
PO Box 6806 Wolverhampton WV1 9WJ
Our Complaints Procedure Process
■ We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.
■ We will then investigate your complaint. This will normally involve passing your complaint to our Compliance Officer for Legal Practice, Rachel Hudson, who will review your matter file and speak to the member of staff who acted for you.
■ The Compliance Officer will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. They will do this within 14 days of sending you the acknowledgement letter.
■ Within three days of the meeting, the Compliance Officer will write to you to confirm what took place and any solutions they have agreed with you.
■ If you do not want a meeting or it is not possible, the Compliance Officer will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
■ At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments.
Depending on the matter we may at this stage arrange for another senior member of staff to review the decision.
■ 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.
■ If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ or call 0300 555 0333 about your complaint.
Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.
If we have to change any of the timescales above, we will let you know and explain why
The Conveyancing Quality Scheme (CQS)
We are proud to have been accredited by the Law Society's Conveyancing Quality Scheme. This logo is your guarantee that our practice will provide you with a professional & quality conveyancing service.
