Complaints Procedure

Introduction

Wade & Wade LLP is committed to providing a high-quality legal service. If something goes wrong, we want to know about it so we can address your concerns and improve our service. This page explains how to make a complaint and what you can expect from us.

How to Raise a Complaint

If you have a complaint about the service you have received, please contact us in the first instance:

Wade & Wade LLP
Unit 3B Lakeside House
Lakeside Court
Cwmbran, Wales
NP44 3GA

Email: info@wadeandwade.law
Phone: 01633 386026

Please provide as much detail as possible about your complaint, including your case reference number (if applicable), what happened, and how you would like us to resolve the matter.

What Happens Next

1. We will acknowledge your complaint within two working days of receiving it, confirming who will be handling it.
2. We will investigate your complaint thoroughly, which may involve reviewing your file, speaking with the relevant staff members, and gathering all necessary information.
3. We will provide you with a detailed written response setting out our findings and, where appropriate, any proposed remedies.
4. If you remain dissatisfied after our response, we will arrange a meeting (in person, by telephone, or by video call) to discuss your concerns further.

Timescales

We aim to resolve all complaints within eight weeks of the date they are raised. We will keep you updated on the progress of your complaint throughout the process. If we are unable to meet this timescale, we will write to you explaining the reason for the delay and the expected completion date.

If You Are Not Satisfied

If we are unable to resolve your complaint to your satisfaction within eight weeks, or if you remain unhappy with the outcome, you have the right to refer your complaint to the Legal Ombudsman.

Legal Ombudsman

The Legal Ombudsman investigates complaints about the service provided by regulated legal service providers. Before accepting a complaint, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

Contact details for the Legal Ombudsman:

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

Ordinarily, you must refer your complaint to the Legal Ombudsman within six months of receiving our final response to your complaint, and no later than one year from the date of the act or omission giving rise to the complaint (or from when you should reasonably have known there was cause for complaint).

Solicitors Regulation Authority (SRA)

If you believe that there has been a breach of the SRA Standards and Regulations, you can report this directly to the SRA. The SRA can help if you are concerned about our behaviour — for example, dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability, or other characteristic.

Contact details for the SRA:

• Website: www.sra.org.uk
• Phone: 0370 606 2555
• Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN