Complaints Procedure

Walkers Commercial Solicitors is committed to providing a quality legal service to our clients and takes complaints very seriously. We want to listen and improve by learning from what may have gone wrong and what our clients tell us. Should you raise a concern and a satisfactory resolution cannot be found we will regard your concern as a complaint and immediately supply you with and follow this procedure.

Our contact details Walkers Commercial Solicitors Limited
Mail:


Email:
Phone:
Website:
31 Bootham
York
YO30 7BT
info@walker-law.co.uk
01904633220
www.walker-law.co.uk
Complaints Handling Director Charles Walker - cw@walker-law.co.uk
What to do if you have a complaint
  • In the first instance, if you have a concern about any aspect of our work or an invoice you have received from us it should be raised with the fee earner handling your matter.
  • You will find their contact details on our website or in our client care letter which you received at the outset of your matter.
  • We will acknowledge and respond to your concerns within 3 working days.
Referral
  • If you are not satisfied with the response you receive in the first instance, or if the fee earner is unable to resolve your matter it will be referred to our Office Manager, Emily Farrell.
  • If you have not received a response to your initial concern within 3 working days you can contact Ms Farrell directly at ef@walker-law.co.uk
Our Response
  • Ms Farrell will acknowledge your complaint within 3 working days.
  • Your complaint will be investigated and you will receive her decision in writing within 21 working days.
  • Our response will set out our understanding of your complaint, explain how we have reached our conclusions and make any relevant proposals for redress.
  • We may request from you further details or clarification. If you do not provide these details it may delay our response or prevent us from coming to a satisfactory decision.
Final Decision
  • If you are dissatisfied after receiving Ms Farrell’s decision, you can contact our complaints handling director, Charles Walker, to review that decision.
  • You can contact Mr Walker within 14 working days of receiving Ms Farrell’s letter.
  • Mr Walker will provide a written response with our final decision within 21 working days.
  • If you remain dissatisfied after receiving Mr Walker’s final decision you can refer your complaint to the Legal Ombudsman or to an alternative complaints body.
Alternative Dispute Resolution
  • Complaints bodies, such as ProMediate (www.promediate.co.uk) and Small Claims Mediation (www.small-claims-mediation.co.uk), are available to deal with complaints about legal services.
  • We will inform you after we have provided our final decision if we agree to participate in such a scheme.
  • If you decide to refer your complaint, please ensure it is within the time limits specified by the individual complaints body.
The Legal Ombudsman
  • The Legal Ombudsman will accept complaints from individuals and small businesses, charities, clubs, societies, associations and trusts.
  • The Legal Ombudsman will usually consider your complaint, if: it is either within six years of the problem happening or three years from when you found out about it; and you are referring your complaint within six months of our final decision
  • Note: We advise you to only send copies of documents to the office of the Legal Ombudsman to avoid any original documentation being lost or destroyed.
Contact details

The Legal Ombudsman

Mail:


Phone:
Website:
PO Box 6806
Wolverhampton
WV1 9WJ
0300 555 0333
www.legalombudsman.org.uk
Let us know your concerns
  • If you have any form of special needs that might require a particular method of communication do tell us and we will do all we can to help.
  • If at any stage you prefer to meet with us then just let us know. We will write to you within 21 working days of any such meeting confirming our decision and any relevant proposals as well as what steps you can take next. If you remain dissatisfied following any such meeting, please write to us within 14 working days and Charles Walker will respond with our Final Decision within 21 working days.