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Complaints

Last Updated: 09 Jan 2024

Complaints

We hope of course that, once you become a client of this practice, everything will be carried out to your satisfaction.  However, should there be any aspect of our service with which you are unhappy, please refer it firstly to the solicitor or other legal professional who has conduct of your matter.  Thereafter, if you are not satisfied, please refer any issue to the Head of the relevant Department, whose name and contact details you will find in this website’s “Our Team” section.  If, for any reason, you are still dissatisfied, then please contact our Complaints Director, Caroline Batko (cab@wdavies.com). Our full Complaints Procedure is set out below. 

If you remain unsatisfied then you can have the complaint independently looked at by the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.  You must refer your complaint to the Legal Ombudsman within six months of our final response to you.

Please note that from the 1st April 2023 the Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of your realising that there was a concern, unless exceptional circumstances apply.

Our Complaints procedure is as follows:

  1. Your complaint need not be made in writing – but this is preferable, not least for clarity.
  2. We will send you a letter acknowledging receipt of your complaint within five working days of receiving your complaint and we will enclose a copy of this procedure. We will investigate your complaint.  Initially, the complaint will be referred to the Head of the Department to which the member of staff dealing with your matter belongs; that departmental Head will review the file and speak to that member of staff.  
  3. We will write to you within fourteen days* of the acknowledgement letter reporting to you on the complaint and inviting you to attend a meeting to resolve the matters, if you wish to do so.
  4. You will receive a letter within five working days of any such meeting stating the outcome of any such meeting; if no such meeting takes place, we shall write to you, without delay, setting out our conclusions on the complaint. 
  5. If you are not happy with the response of the solicitor in charge of the department, or if your complaint is about that solicitor, then you may contact our Complaints Director, Caroline Batko (cab@wdavies.com). Your complaint will be acknowledged within five working days and you will receive a report within fourteen days* and be invited to a meeting to resolve the complaint.  You will receive a letter within five days of any such meeting stating the outcome of it and our final conclusions in relation to the complaint.
  6.  If you remain unsatisfied then you may, within six months of our final conclusions, contact the Legal Ombudsman, PO Box 6167, Slough, SL1 0EH, about your complaint. 
*Where any matter is particularly complicated it may be necessary to take more than fourteen days to answer the complaint in detail. In all such cases you will be told in the acknowledgement letter at any stage, when you can expect a response. 
 
 
Woking Office

W Davies Solicitors (Registered Office)
Acorn House
5 Chertsey Road
Woking, Surrey
GU21 5AB

Tel: 01483 744 900
Email: enquiries@wdavies.com
Fax: 01483 747262
Mon-Fri: 9:00am-5:30pm
London Office

W Davies Solicitors – London Office
Hamilton House
1 Temple Avenue
London
EC4Y 0HA

Tel: 01483 744 900
Email: enquiries@wdavies.com
Fax: 01483 747262
Mon-Fri: 9:00am-5:30pm
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