Our complaints policy

Wai Leung Solicitors is 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.

Our complaints procedure

If you have a concern or a complaint, please contact us on 01622807884 as soon as you are aware of the problem so this can be addressed. Alternatively you may put your concerns in writing and send it to the address which can be found here.

What will happen next?

  1. 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. Should you require the procedure in an alternative format please inform us.

  2. We will then investigate your complaint. This will normally involve passing your complaint to our Principal, who will review your matter file and speak to the member of staff who acted for you.

  3. The Principal will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. The Principal will do this within 14 days of sending you the acknowledgement letter.

  4. Within three days of the meeting, the Principal will write to you to confirm what took place and any solutions s/he has agreed with you.

  5. If you do not want a meeting or it is not possible, the Principal will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

  6. 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.

  7. 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.

  8. If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. Any complaint to the Legal Ombudsman must usually be made within a reasonable time of your becoming aware of the problem, or within a reasonable time from the end of the matter.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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:

  • Within six months of receiving our final response to your complaint

and

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information about the Legal Ombudsman contact:

www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Futhermore, we are regulated by the Solicitors Regulation Authority (SRA). If you have any concerns about our behaviour or believe that we have breached the SRA Principles, you can raise your concern with the SRA. You can get in touch with the SRA at;

03706062555, contactcentre@sra.org.uk

For more information please visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

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

Please also note that alternative complaints bodies such as ProMediate and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.