SPW Law Limited is committed to high quality legal advice and client care. If at any point you become unhappy or concerned about the service we have provided then you should inform us immediately so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues. If that does not resolve the problem to your satisfaction you should contact our Managing Director Samuel Willson on 020 3397 8337 or samuelwillson@spwlaw.co.uk. Our complaints handling procedure is set out in full below. Making a complaint will not affect how we handle your matter.
If the issue remains unresolved, then you may complain to the Legal Ombudsman if you are:
- an individual;
- a micro-enterprise (meaning an enterprise with fewer than 10 staff and whose annual turnover does not exceed 2 million Euros);
- a charity that had an annual income net of tax of less than £1 million at the time of making the complaint;
- a club, association or organisation, the affairs of which are managed by its members or a committee or committees of its members, with an annual income net of tax of less than £1 million at the time of making the complaint;
- a trustee of a trust with an asset value of less than £1 million at the time of making the complaint;
- a personal representative of an estate of a person or a beneficiary of an estate of a person, in each case where the person concerned was entitled to bring the complaint before his or her death but had not referred the complaint to the ombudsman scheme.
Website: www.legalombudsman.org.uk.
Email: enquiries@legalombudsman.org.uk.
Call: 0300 555 0333 between 9am to 5pm.
Address: Legal Ombudsman PO Box 6806, Wolverhampton WV1 9WJ.
Generally, 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 done this you must take your complaint to the Legal Ombudsman within six months of your receiving a final response from us and no more than six years from the date of the act/omission or no more than three years from when you should reasonably have known there was cause for complaint.
The Solicitors Regulation Authority (“SRA”) can help you 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. You can raise your concerns with the SRA at https://www.sra.org.uk/consumers/problems/report-solicitor.page.
SPW Law Complaints Handling Procedure
This is the procedure to which reference is made in our Terms of Business and is to be made available to clients on request.
We hope that you never have reason to complain. If you do, please follow these steps to ensure that your concerns are resolved quickly:
First
Please speak to the person handling your case. You may prefer to put your concerns in writing, in which case please send your letter or an email to the person who is acting for you.
Second
If your main contact is not able to resolve matters to your satisfaction or if you find it difficult to speak to them about a complaint, please write to or call Samuel Willson, who is the Managing Director. His details are:
Samuel Willson
SPW Law Limited
Central Court, 25 Southampton Buildings, London WC2A 1AL
Email: samuelwillson@spwlaw.co.uk.
Telephone: +44 (0)20 3397 8337
Any stage:
If at any stage you would prefer to meet with the person dealing with your complaint then just let us know.
What we will do
Any complaint to the person acting for you or Samuel Willson will be dealt with quickly and a genuine effort will be made to respond to your concerns.
We will acknowledge your complaint within five days to let you know that we are looking into your concerns.
After sending you an acknowledgment, we aim to investigate your complaint and give you a full response within 28 days but if your complaint is more complex we may require more time and will let you know when you will receive a full response.
If you are satisfied with our initial response we will implement any steps that have been suggested to achieve the agreed outcome and we will tell you in writing when we have done so.