Satisfied or Dissatisfied

We like to hear when we or a member of our staff have excelled or done something which you as a
client are pleased with. If you are pleased with the service provided or some element then please
feel free to write or send an e mail to legal@wilsonandbird.co.uk we will be sure to pass it on to the
person concerned, it will be much appreciated.

Dissatisfied

As a firm we seek to provide all our clients with the best possible service in line with our agreed
contract with you and also respecting our professional obligations.

However if you are a client and you think that that we may have in some way failed to meet the
standards which we have agreed or if you are otherwise dissatisfied then please inform us as soon as
possible saying what the issue is and if relevant who with, preferably in writing or an e mail sending
it to Paul Bird. We will review this fairly and do our best to try to resolve the problem.

Complaint

If you wish to make a complaint then please do so in writing, setting out what the complaint is and if
relevant who this involves and if appropriate how you would like to see this resolved. We will aim to
acknowledge receipt of your complaint promptly and then investigate and reply within a reasonable
period of time.

Post Covid comment

Some complaints may take longer than others to consider and investigate and provide a satisfactory
reply either because of the matter or as has been proved by the Covid pandemic because of
unforeseen circumstances, such as staff absences etc.
As a general rule making a complaint will not influence or alter the way in which we attend to your
matter. However It is only fair to say that some complaints are so important to the solicitor and
client relationship that if we are not able to resolve the complaint satisfactorily we may not be able
to continue to act for you.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting your complaint for investigation, The Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to The Legal Ombudsman:
– within six months of receiving a final response to your complaint
and
– no more than six years from the date of act/mission; or
– no more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about The Legal Ombudsman, please contact them.

Contact Details

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help you if you are concerned about our behavior. This could be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or other characterstic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

If you are a client and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr.  Our email address is legal@wilsonandbird.co.uk