Walkers & Partners | Criminal Lawyers Bristol | Complaints Policy
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Complaints Policy

COMPLAINTS POLICY

We are committed to providing a high quality legal service to our clients.  When something goes wrong, we need you to tell us about it.  This will help us to sort out any mistakes or misunderstandings and to improve our standards.

If you have a complaint then please either raise the problem with the lawyer responsible for your matter or if you prefer, our complaints partner, Stanley Lees.


How to Make a Complaint

You can make a complaint to the Company in several different ways including: 

  • By telephone 
  • By email 
  • In writing or letter 
  • In person

If you wish to make a complaint in writing please send it marked Private & Confidential to Complaints, Walkers & Partners Limited, 37 Grosvenor Road, St Pauls, Bristol, BS2 8XQ.  

What will happen next?

  1. We will acknowledge receipt of your complaint in writing within three working days of the date when we receive it.
  1. We will investigate your complaint.  This will normally involve our complaints handler reviewing your file and speaking to the employee who acted for you.
  1. Within 14 days of sending you the acknowledgement letter our complaints handler will invite you to a meeting to discuss and try to resolve your complaint.  If you do not want a meeting or it is not possible, our complaints partner will offer you a chance to discuss the matter by telephone.
  1. Within three days of the meeting or any telephone conversation we have with you, our complaints partner will write to you to confirm what took place and any solutions we have agreed with you.
  1. In any case she will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, (within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above).
  1. At this stage, if you are still not satisfied you should contact us again and we will arrange for the decision to be reviewed.
  1. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  1. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6167, Slough SL1 0EH about your complaint.  Any complaint to the Legal Ombudsman must usually be within one year of the problem happening, or withing one year when you found out about the problem AND must be referred within six months of the date of our final written response on your complaint but for further information, you should contact them on 03005550333 or enquiries@legalombudsman.org.uk.  Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits.  Further details are available from the Ombudsman.
  1. If we have to change any of these time scales we will let you know and explain why.  
  1. We will not treat you less favourably than anyone else because of the protected characteristics set out in our Equal Opportunities Policy.  
  2. All complaints will be dealt with confidentially and in accordance with the Data Protection Act 2018.  A record of all complaints is kept on a central file by the Complaints Director and is reviewed annually.