We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, please inform us immediately so that we can do our best to resolve the problem for you.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns, and we will do our best to resolve any issues. Making a complaint will not affect how we handle your case.
If you are still unhappy or concerned, and you would like to make a formal complaint, you can register the complaint with our Compliance Officer.
You can write to them at:
2 Manor Yard
New Union Street
Coventry
CV1 2PF
or email compliance@wardrider.co.uk
Please provide us with full details of your complaint so that we have a good understanding of the issues being highlighted.
Our Compliance Officer is responsible for ensuring that complaints are handled effectively and in accordance with our complaints procedure. This procedure will also apply to prospective clients where we decline to act for them if they feel the grounds given are not reasonable.
Complaints process
Stage One
This stage will be dealt with informally, and you will receive an acknowledgement of your complaint within three working days. This may be by phone, email or letter.
The Compliance Officer will make a record of your complaint and begin their investigation.
We will inform you of our initial findings as soon as possible. This will usually be within 14 days from when we acknowledge your complaint.
If we are unable to meet this timescale, then we will inform you at the earliest opportunity and give you a new timescale.
If you are unhappy with the response and do not accept the outcome at this stage, your complaint will progress to Stage Two.
Stage Two
We will seek clarification and confirmation of our understanding of your complaint.
The Compliance Officer will report their findings from the Stage One investigation to the employee concerned and the appropriate Director.
This will include the full details of any findings, any remedy that may have been proposed and your response to the outcome of Stage One.
This stage may involve a meeting (in person or by phone) to discuss the complaint further.
You will receive a full and final response from us within 14 days of us confirming our understanding of your complaint. This is the final stage in our internal complaints procedure.
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 a 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 make your complaint to the Legal Ombudsman:
- Withinsix months of receiving our final response to your complaint; and
- No more than one year from the date of the act or omission being complained
about; or - No more than one year from the date when you should reasonably have known
that there was cause for complaint.
If you would like more information about the Legal Ombudsman,
please visit their website:
Website: Contact Us | Legal Ombudsman
Or if you would like to contact them, the details are:
Call: 0300 555 0333 (between 10am to 4pm)
Relay UK: 18001 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Write:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
If you would like more information about the SRA, please visit their website:
Website: SRA |Reporting a solicitor or firm to us | Solicitors Regulation Authority
Or if you would like to contact them, the details are:
Call: 03706062555 (between 8am to 5pm)
Email: report@sra.org.uk
Write:
Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
