Complaints Procedure for Wayman and Long

Complaints Handling Policy

 Wayman & Long of 49 Gainsborough St, Sudbury, Suffolk CO10 2ET

Wayman and Long of 27 High Street, Clare, Sudbury, Suffolk CO10 8NZ

 

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.

If you have a complaint, please contact us with the details in writing.  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 in the complaints procedure?

  1. We will send you a letter acknowledging receipt of your complaint.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Phillip Povey, (01787 277375), who will review your matter file and speak to the member of staff who acted for you.
  3. Mr Povey will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within eight weeks of receipt of your letter of complaint.
  4. If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint.  Normally, you will need to bring a complaint to the Legal Ombudsman (www.legalombudsman.org.uk) within six months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it).  For further information, including details and timescales for investigation, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk or via mail at Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ