Complaints

Cookies help us deliver our services. By using our services, you agree to our use of cookies. Please see our Privacy & Cookies for more information.  

Wai Leung Solicitors want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

 

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure (see below). Making a complaint will not affect how we handle your case.

 

The Solicitors Regulation Authority can help you if you are concerned about our behaviours. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

 

You can raise your concerns with the Solicitors Regulation Authority.

 

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 a final response to your complaint

and 

- No more than six years from the date of act/omission; or

- No more than three years from when you should reasonably have known there was cause for complaint

 

If you would like more information about the Legal Ombudsman, please contact them.

 

Their contact details

Visit:www.legalombudsman.org.uk

Call:0300 555 0333 Between 9am to 5pm

Email:enquiries@legalombudsman.org.uk

Legal Ombudsman P O Box 6806, Wolverhampton, WV1 9WJ

 

 

 

Our Firm's Complaints Procedure

 

Wai Leung Solicitors are committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received, or about the bill, please contact our principal, Mr WH Robert Leung on 01622 807 884 or by post to our office.

 

We will send you a letter acknowledging receipt of your complaint within 5 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 Principal who will review your matter file and speak to the member of staff who acted for you. The Principal then invite you to attend a meeting to discuss and, it is hoped, to resolve your complaint. The Principal will do this within 14 days of sending you the acknowledgement letter.

 

Within 3 days of the meeting, the Principal will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, the Principal will send you a detailed reply to your complaint, including his 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.

 

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 P O Box 6806. Wolverhampton WV1 9WJ about your complaint. Any complaint to the legal Ombudsman must usually be made 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