Complaint Procedure

At Wembley Solicitors, we are committed to providing a high standard of legal service to all our clients. However, if at any stage you feel unhappy or concerned about the service you have received, we encourage you to let us know as soon as possible.

Addressing concerns early allows us to resolve issues quickly and effectively.

How to Raise a Concern

In the first instance, we recommend contacting the person handling your case to discuss your concerns. Many issues can be resolved promptly at this stage through open communication.

If you would prefer to make a formal complaint, we will provide you with a copy of our full complaints procedure upon request.

Please be assured that making a complaint will not affect how your case is handled.

Reporting Concerns to the Regulator

The Solicitors Regulation Authority (SRA) can assist if you are concerned about our conduct or behaviour.

You may contact the SRA if your concern relates to matters such as:

• Dishonesty
• Misuse or loss of client money
• Unfair treatment (e.g. discrimination based on age, disability, or other protected characteristics)

The SRA regulates solicitors and law firms in England and Wales to ensure professional standards are maintained.

What Happens If We Cannot Resolve Your Complaint?

If we are unable to resolve your complaint internally, you have the right to refer your matter to the Legal Ombudsman.

The Legal Ombudsman is an independent service that investigates complaints about legal service providers.

Time Limits for Referring a Complaint

Before the Legal Ombudsman accepts your complaint, they will check that you have first attempted to resolve the issue with us.

You must refer your complaint:

• Within 6 months of receiving our final written response
• No more than 6 years from the date of the issue; or
• No more than 3 years from when you reasonably became aware of the issue

Contact Details – Legal Ombudsman

If you wish to contact the Legal Ombudsman, you can do so using the details below:

Website: legalombudsman.org.uk

Telephone: 0300 555 0333 (Monday to Friday, 9:00 am – 5:00 pm)

Email: enquiries@legalombudsman.org.uk

Address: PO Box 6167, Slough, SL1 0EH