Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

1. Our Complaints Policy

If you have a complaint, please contact us with the details. You can do this by email to complaints@whitmorehale.com or by post to our office at 14 Westminster High Street, London, SW1P 3AA.

2. What Will Happen Next?

• We will send you a letter acknowledging receipt of your complaint within 3 days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, who will review your matter file and speak to the member of staff who acted for you.
• We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
• Within 3 days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
• If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
• At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at the firm to review the decision.
• 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.

3. The Legal Ombudsman

If you are still not satisfied after our review, you can contact the Legal Ombudsman about your complaint. We are bound by our professional code of conduct to cooperate with the Legal Ombudsman.

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

4. Solicitors Regulation Authority

If your concern is about our behavior, rather than our work or service, you can raise your concerns with the Solicitors Regulation Authority.