Complaints Procedure

instructions

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 complaint, please contact us with the details.

What will happen next?

You can register a complaint with the person dealing with your matter or Head of Department details of which are given in your initial Client Care Letter.

In the first instance, we would prefer if you write to us with full details of your complaint so that we have a good understanding of the issues being highlighted.

We will send you a letter acknowledging receipt of your complaint within 10 working days of us receiving the complaint, enclosing a copy of our procedure and confirmation of who will be dealing with the complaint.

We will then investigate the complaint and provide you with a full response within 28 days. However, if the complaint is of a more complex nature we may require more time but will let you know when you will receive a full response. We may also invite you to meet with us to gather more information and resolve the matter.

We will reply to you, usually in writing, to tell you of our views on the complaint and how we propose to resolve it, hopefully to your satisfaction.

If you remain dissatisfied with the outcome, or the way the complaint has been handled, you may write directly to Charlie Wenborne as the Client Care Partner, who will review the complaint and the matter and speak to the member of staff who acted for you. Charlie Wenborne will acknowledge receipt of your complaint within 10 working days and will make such further investigations as are necessary to provide a full response within 28 days.

If still unresolved at this stage, you may take the complaint to the Legal Ombudsman of PO Box 6806 Wolverhampton WV1 9WT telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk to consider the complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint. For further information, you should contact the Legal Ombudsman.

Call us today for instant professional advice on 01702 680 880
or email the practice on enquiries@wenbornewellerspooner.com and we'll get right back to you.

Wenborne Weller & Spooner is an excellent firm. They have done a mission impossible job. The sale of our property was very challenging. Everything needed to be done in a very short time and Charlie Wenborne and her team have excelled where others would have failed.

I just wanted to say how much it means to always be able to speak to someone on the telephone when we contact your office. When buying and selling properties in the past, being unable to contact our Solicitor when we’ve needed to at times, made a stressful experience even more difficult.
Mr and Mrs Holmes

We have used Francesca for the conveyancing of 3 house moves and would never use anyone else. She is a breath of fresh air when it comes to solicitors, friendly, approachable and exceptionally knowledgeable. Thank you Fran for all you have done for us, you have gone above and beyond at every stage.
Ami Staples

I've worked with Francesca for over 10 years. In every instance she has shown her capability & professionalism. She exceeds expectations & always proves her knowledge & skill. I would have no hesitation in recommending her & her team.
Amanda Heffernan

We've used Charlie several times over the years when we've moved home. The service we get is so friendly and reliable we wouldn't think of using anyone else now. She is completely brilliant.
Sheila Trotman