Our Complaints Policy

At GreatWest Law Solicitors, we value your business and strive to deliver a service that meets your expectations. If you have any concerns or are dissatisfied with any aspect of our services, we encourage you to notify us promptly. Your feedback allows us to address issues and continuously improve our standards.

Our Complaints Procedure

If you are dissatisfied with the service provided or have concerns regarding a charge on your bill, we ask that you first contact the staff member responsible for your matter. They will attempt to resolve your concerns informally. We aim to address your concerns swiftly and without the need for formal procedures where possible. If your concerns remain unresolved, the staff member will provide you with a copy of our formal complaint procedure.

Stage 1: Initiating a Formal Complaint

To file a formal complaint, please write to our Complaints Department via email at info@greatwestlaw.co.uk or by post, clearly marking your correspondence as a “formal complaint.” Alternatively, you may use the attached ‘Client Complaint Form.’ In your complaint, please explain the cause of your dissatisfaction and, if possible, suggest what action you believe would remedy the situation. You can contact me by phone: 00442034110102.

Stage 2: Acknowledgment and Investigation

Upon receipt of your complaint, we will acknowledge it within five working days and inform you of the person assigned to handle the matter. To ensure an independent perspective, we may outsource Stage 2 to an external complaints handler. The handler will acknowledge your complaint within five working days and will conduct a thorough investigation within 14 days, working with you to agree on the key issues. The complaint will also be recorded in our central register, which is regularly reviewed by the firm.

Stage 3: Investigation Process

The person responsible for investigating your complaint will have full access to the necessary information and personnel to conduct a thorough investigation. They may contact you directly to clarify details or request additional information. We will seek to resolve the matter as the Legal Ombudsman would recommend if the case were escalated to their office.

Stage 4: Resolution and Final Response

The investigator will provide you with a detailed assessment report, including any recommendations for resolving the complaint. This report will be reviewed. If an external complaints handler is involved, we generally follow their recommendations, unless we have valid reasons to diverge, which we will explain to you. We aim to complete our investigation and provide a final response within eight weeks from the date of receiving your complaint. If there are any delays, we will inform you and explain the reasons.

You will not be charged for any time spent dealing with your complaint.

Stage 5: Escalation to the Legal Ombudsman

If you remain dissatisfied after our internal complaints process, you can contact the Legal Ombudsman. Their contact details are:

Telephone: 0300 555 0333
Overseas: +44 12 245 3050
Email: enquiries@legalombudsman.org.uk
Post: PO Box 6806, Wolverhampton, WV1 9WJ
Website: www.legalombudsman.org.uk

The Legal Ombudsman is available to individuals, small businesses, charities, clubs, and trusts. They will require confirmation that you have attempted to resolve your complaint with us before they can assist. You must refer your complaint to the Legal Ombudsman:

Within six months of receiving a final response from us; and
No more than six years from the date of the act/omission, or
No more than three years from when you reasonably became aware of the issue.

For further details, please visit the Legal Ombudsman’s website.

Reporting Misconduct

If you have concerns regarding potential misconduct or breaches of the Solicitors Regulation Authority (SRA) Code of Conduct by our firm, such as mishandling funds, dishonesty, or discrimination, please report the matter to the Solicitors Regulation Authority.