Wordsmith Law

Complaints Procedure

Our complaints policy

We are committed to providing an excellent standard of service to our clients. We value feedback from clients greatly because it helps us to continually improve our service. If you do not feel that you are receiving excellent client service, or that something could be improved, please do tell us about it. If we have fallen short of the high standards we have set for ourselves then we would like the opportunity to learn from it and to put things right.

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?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to one of our partners (a partner who is not connected directly to the matter that is the subject of the complaint), who will review your matter file and speak to the lawyer who acted for you.
  3. We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, we will write to you to confirm what took place and any solutions agreed with you.
  5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.
  7. 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.
  8. 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 within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).For further information, you should contact the Legal Ombudsman:

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk.

Legal Ombudsman,
PO Box 6167,
Slough SL1 0EH

Wordsmith Law

The Frames, 1 Phipp Street, London EC2A 4PS
Wordsmith Law LLP is a limited liability partnership registered in England and Wales with registered number OC424790 and registered office at The Frames, 1 Phipp Street, London EC2A 4PS. We are authorised and regulated by the Solicitors Regulation Authority with registered number 656018. A list of members is available for inspection at our registered office.”