Complaints Policy
Our Commitment
Wingrove Legal Ltd is committed to providing a high standard of legal advice and client care.
If at any stage you are unhappy or concerned about the service you have received, you should raise this with us as soon as possible so that we can address the issue promptly and fairly.
Raising a complaint will not affect how your matter is handled, and we will continue to act in your best interests unless and until we are instructed otherwise.
Raising a Concern
In the first instance, you may wish to raise your concern with the person dealing with your matter. Many issues can be resolved quickly at this stage.
If the matter is not resolved, you may make a formal complaint.
We may, where appropriate, seek to resolve your concerns informally within a reasonable period before progressing to a formal investigation.
Formal Complaints Procedure
If you wish to make a formal complaint, please contact:
Imran Riaz
Director
Wingrove Legal Ltd
500 Westgate Road
Newcastle upon Tyne
NE4 9NR
Telephone: 0191 718 9999
Email: imran@wingrovelegal.co.uk
Please set out the details of your complaint clearly.
What Will Happen Next
- Acknowledgement
We will acknowledge your complaint within 7 days of receipt. - Investigation
Your complaint will be investigated by the Director. This will include:
- reviewing your file
- discussing the matter with the fee earner involved
- considering any relevant evidence
We may invite you to discuss your complaint by telephone or in a meeting if that would assist in resolving the issue.
- Response
We will provide a written response within 21 days of receipt of your complaint, setting out:
- the outcome of our investigation
- any proposed resolution
- any steps taken to address the issue
If we require more time due to the complexity of the matter, we will inform you and provide an updated timeframe.
Important Information
Making a complaint does not pause or delay any ongoing legal process, court timetable, or limitation period. You should ensure that any deadlines relating to your matter continue to be complied with.
If You Are Not Satisfied
If you remain dissatisfied after receiving our final response, you may refer your complaint to the Legal Ombudsman.
Legal Ombudsman
The Legal Ombudsman deals with complaints about the service provided by lawyers.
You must usually bring your complaint to the Legal Ombudsman:
- within 6 months of receiving our final written response; and
- within 1 year from the date of the act or omission complained about, or from when you should reasonably have known there was a cause for complaint
Contact details:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk
The Legal Ombudsman may consider complaints outside of these time limits if it is fair and reasonable to do so.
Solicitors Regulation Authority
The Solicitors Regulation Authority regulates solicitors and law firms in England and Wales.
If your concern relates to professional misconduct, you may report this to the SRA:
Website: www.sra.org.uk
Data Protection Complaints
If your complaint relates to how we have handled your personal data, you may contact the Information Commissioner’s Office:
Website: www.ico.org.uk
Governing Law
Any dispute arising from our services shall be governed by the law of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.