Our complaints policy
We are 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 Jonathan Wilde as soon as you are aware of the problem so this can be addressed. Jonathan Wilde: jonathan@wildelaw.co.uk; Tel: 01872 321070. Wilde Law, 16 Walsingham Place, Truro, Cornwall TR1 2RP.
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.
2. Jonathan Wilde will then investigate your complaint.
3. Jonathan Wilde will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Jonathan Wilde will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, Jonathan Wilde will send you a detailed written reply to your complaint, including his 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 Office of the Legal Ombudsman:
PO Box 6167, Slough, SL1 0EH;http://www.legalombudsman.org.uk; telephone number: 0300 555 0333 about your complaint. Any complaint to the LeO must be made within six months of receiving our final response to your complaint and either 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 that you should reasonably have known that there was cause for complaint.
The Solicitors Regulation Authority can help if you are concerned about our behaviour. 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. Visit its website to see how you can raise your concerns with the Solicitors Regulation Authority – SRA | Solicitors Regulation Authority | Solicitors Regulation Authority
The SRA postal address is: The Cube, 199 Wharfside Street, Birmingham, B1 1RN (Tel. 0370 606 2555). Their email address is report@sra.org.uk.
If you object to our bill you also have the right to apply to the Court for an assessment of our charges under Part III of the Solicitors Act 1974.