Our complaints policy
Amy Walklate Family Law limited 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 will help us to improve our standards.
If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of our complaints procedure.
Amy Walklate will then investigate your complaint and invite you to a meeting to discuss and hopefully resolve your complaint within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Amy Walklate will write to you to confirm what took place and any solutions Amy Walklate has agreed with you.
If you do not want a meeting or it is not possible, Amy Walklate will send you a detailed written reply to your complaint, including her 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 and we will arrange for Amy Walklate to review her own decision or, as an appropriate alternative, ask for a review by another local solicitor.
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 about your complaint at:
Address : Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Website: www.legalombudsman.org.uk
Email: [email protected]
Tel: 0300 555 0333 between 9am to 5pm
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 6 months of receiving a final response to your complaint
From 1 April 2023
- No later than one year from the date of the act or omission being complained about: or
- No later than one year from the date when the complainant should have realised there was cause for complaint.
If your complaint relates to our bill, then you may have the right to have the bill assessed under the Solicitors Act 1974 (Part III).
IN ADDITION TO THE ABOVE The Solicitor’s Regulation Authority can help you 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 characteristics.
You can raise your concerns with the Solicitor’s Regulation Authority.