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 at the top of this letter.
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 client care partner, the 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. Depending on the matter we may at this stage arrange for another partner to review the decision.
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 at PO Box 6806 Wolverhampton, WV1 9WJ 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 has a Complaints Acceptance Policy which sets out the timeframes in which they would expect you to raise any complaint with them. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or refer to www.legalombudsman.org.uk.
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 Clams Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.