We are authorised and regulated by the Solicitors Regulation Authority (SRA). We are committed to high quality legal advice and client care and aim to offer all our clients an efficient and effective service. However, if our clients would like to discuss how the service to them could be improved, the level of their bill, or should there be any aspect of our service with which they are not satisfied, we ask them to please contact the person in our firm responsible for complaints Handling: Jonathan Wellington, Director, on 01633262192 or email@example.com or by post to Watkins and Gunn , Sussex House, 17 Gold Tops, Newport, Gwent, NP20 4PH.
We are committed to high quality legal advice and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure.
Our complaints procedure is as follows:
If they have not already done so, we ask our clients to let us know the full nature of the problem.
We will write to the client acknowledging their complaint within 5 working days. In this letter, we shall confirm what happens next.
Our Complaints Handling Director (or another Director unconnected with the matter, or at our discretion, we may chose to instruct an independent consultant) will then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within 10 working days of acknowledging receipt of the complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will write to the client notifying them of this together with the reason why and giving a revised timescale.
Once the investigation has been completed, the client will be invited to a meeting to discuss the issue(s) they have raised and hopefully resolve the complaint. This meeting will take place within 5 working days of completion of the investigation. Following the meeting, we will write to the client within 5 working days of the meeting to confirm the discussion and any solution agreed upon.
If the client does not want to or is unable to attend such a meeting (or a meeting is not necessary), we will be happy to send the client a detailed, written response, including the proposed solution, within 21 days of sending the letter acknowledging receipt of the complaint.
If the client is satisfied with our response following the above steps, that will be the end of the matter. However, if the client is not satisfied, they will be invited to contact our Complaints Handling Director again and they will arrange for another Director who is unconnected to the matter, or, at our discretion, we may chose to instruct an independent consultant, to review the decision. They will write to the client within 14 days of receiving the request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.
Clients must always try complaining to us first. In most cases they will not be able to take their complaint further without allowing us the opportunity to put things right.
We are permitted a period of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint.
Clients are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within 12 months of the client having received a final written response from us about their complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which the client is complaining occurring; or within three years from when the client should have known about or become aware that there were grounds for complaint. The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.
Alternative Dispute Resolution (ADR)
We are required to tell you about alternative dispute resolution. This is a form of mediation similar, but separate to, the Legal Ombudsman. Complaints bodies known as alternative dispute resolution providers do exist and a full list of providers can be found at www.tradingstandards.uk. However, we do not agree to the use of any of these ADR providers, as there is a cost to you, the client, but we will fully co-operate with the Legal Ombudsman. The Legal Ombudsman’s service is free.
Solicitors Regulation Authority
If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit:
For further information about our complaints handling procedures, please do not hesitate to contact Jonathan Wellington.