Complaints Procedure

At WT Solicitors, we are dedicated to acting in the best interests of our clients and providing a great client service.

However, if you have concerns regarding our service, please contact us. Our formal complaint procedure is set out below. We aim to resolve your complaint promptly, effectively and fairly within 8 weeks of it being referred to us.

1. First, you should raise your concerns, either by telephone or in writing, with the person with whom you have been dealing.

2. In the event that the situation cannot be resolved immediately, your complaint will be reported to Jonathon Bray, Compliance Officer for Legal Practice. He will acknowledge receipt of your complaint within 3 working days and aim to provide a substantive written response to your complaint within 14 days of the acknowledgement.

3. In the event that your complaint concerns Jonathon Bray, the above will be carried out by Philip Plant, Compliance Officer for Financial Administration.

4. Depending on the circumstances, we may require further time to consider and respond to the issues raised but we shall alert you to any extension of time proposed subject always to the overall 8-week time limit.

5. If, having received our final response, you feel that your complaint has not been dealt with to your satisfaction then you may wish to direct your complaint to the Legal Ombudsman (LeO). You should direct your complaint to LeO within: Within six months of receiving our final response to your complaint; and 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 when you should reasonably have known there was cause for complaint The Legal Ombudsman will retain the ability to allow an Ombudsman to exercise discretion to extend the 1-year time limit for specific customers if, on evidence, it was fair and reasonable to do so. LeO can be contacted at: Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Email: enquiries@legalombudsman.org.uk Phone: 0300 555 0333 Web: www.legalombudsman.org.uk

6. Please note that to be entitled to complain to the Legal Ombudsman, you must be: a. An individual; b. A business or enterprise that is a micro-enterprise; c. A charity that has an annual income, net of tax, of less than £1 million; d. A club/association/organisation, the affairs of which are managed by its members/a committee/a committee of its members, that has an annual income, net of tax, of less than £1 million; e. A trustee of a trust with an asset value of less than £1 million; or f. A personal representative or beneficiary of the estate of a person who, before they died, had not referred the complaint to the Legal Ombudsman.

7. We are required to inform you that alternative complaints handling bodies (such Pro mediate, Brow Farm, Top Road, Frodsham, Cheshire WA6 6SP, 01928 732455, www.promediate.co.uk) exist which are able to deal with complaints about legal services should both you and we wish to use such a scheme. We will not use such a scheme.

8. The SRA can help you if you are concerned about our behaviour. This would include if you had concerns about dishonesty, our use of your money or discrimination against you. You can raise your concerns with the Solicitors Regulation Authority directly. Visit its website www.sra.org.uk to see how you can raise your concerns with the Solicitors Regulation Authority.

9. If your complaint is about a bill, you have the right to complain to LeO and/or apply to the Court for the assessment of the bill under Part III of the Solicitors Act 1974.