Complaints Policy and Procedure

Our Complaints Policy

Wade & Wade LLP 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 helps us improve our standards.

Our Complaints Procedure

If you have a concern or complaint that has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please contact us as soon as you become aware of the problem:

Telephone: 01633 386026
Email: info@wadeandwade.law

Making a complaint will not affect how we handle your case. We deal with complaints promptly, fairly and free of charge.

What Will Happen Next?

1. We will send you a written acknowledgement of your complaint within five working days of receiving it, enclosing a copy of this procedure.
2. We will investigate your complaint. This will normally involve passing your complaint to our client care partner, Ms Katie McIntyre, who will review your matter file and speak to the member of staff who acted for you.
3. Katie McIntyre will send you a detailed written response to your complaint, including the outcome of her investigation and any proposals for resolving the matter, within 21 working days of sending you the acknowledgement.
4. If you are still dissatisfied, please contact us again and explain why you remain unhappy with our response. We will review your comments and, depending on the circumstances, may arrange for another partner to review the decision.
5. We will write to you within 14 working days of receiving your request for a review. This response will confirm our final position on your complaint and explain our reasons.
6. If you remain dissatisfied after receiving our final response, you may ask the Legal Ombudsman to consider your complaint. You may also contact the Legal Ombudsman if we have not resolved your complaint within eight weeks of receiving it.

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

Legal Ombudsman

The Legal Ombudsman provides a free and independent service for complaints about legal services. Before accepting a complaint for investigation, it will normally check that you have first given us an opportunity to resolve it.

You must usually refer your complaint to the Legal Ombudsman:

• within six months of receiving our final response; and
• no more than one year from the date of the act or omission being complained about, or no more than one year from when you should reasonably have known there was cause for complaint.

Contact details for the Legal Ombudsman:

• Website: www.legalombudsman.org.uk
• Email: enquiries@legalombudsman.org.uk
• Telephone: 0300 555 0333
• Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Solicitors Regulation Authority

The Solicitors Regulation Authority deals with concerns about a solicitor's or firm's conduct rather than complaints about poor service.

You can report a concern directly to the SRA if you believe there has been a serious or repeated breach of its rules, such as dishonesty, misuse of client money, discrimination or other serious misconduct.

Further information is available on the SRA's reporting page.