Complaints Procedure

Walker Foster is authorised and regulated by the Solicitors Regulation Authority SRA number 57100 (Head Office)

You will find below details of our Complaints Procedure and the Legal Ombudsman contact details.

We are committed to providing a high-quality legal service to all our clients. When anything goes wrong, we need you to tell us about it. We will give proper consideration to your complaint and review our procedures. This will help us to improve our standards.

If you have a complaint, please contact us with the details and ask for an appointment to see the person dealing with your matter. He/she will try to resolve any issues with you through informal discussion.

If you are still not satisfied then you should write to our Managing Director, Mrs Maxine Heppenstall with full details of your complaint, heading your letter ‘Formal Complaint.’

We will acknowledge such formal complaint within 5 working days of receipt and tell you the name of the investigating director who will be dealing with it (who will not be the person who originally dealt with your matter). We will also send you a copy of this procedure.

Your complaint will be investigated as promptly as possible by the investigating director reviewing your file and speaking to the fee earner acting or who acted for you.

We may then invite you to a meeting within 14 days of acknowledgement of your complaint to discuss and hopefully resolve it.

Within 3 days of any meeting, we will write to you to confirm what happened and any solutions agreed by you.

If a meeting does not take place, then we will send you a detailed written response including suggestions for resolving the matter within 20 days of acknowledgement of your complaint. We may need to take longer in some cases and will inform you if so.

If you are still not satisfied you can write to us again. If that letter raises points which the investigating partner can deal with, s/he will do so. If s/he is unable to do so or if that letter constitutes a refusal to accept the investigating director’s comments and/or suggestions, then another partner of the firm may review the investigating director’s decision.

If you have a complaint about us which we cannot resolve to your satisfaction within eight weeks, you can then involve:
The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ mailto:[email protected]
Telephone: 0300 555 0333

Please note that if you are not happy with our final response you have up to six months from our final response to take your complaint to the Legal Ombudsman. There is a time limit of 6 years from when the problem occurred or 3 years from when you should reasonably have become aware of the problem to complain to the Legal Ombudsman. The Legal Ombudsman will not accept complaints where the act or date of awareness were before 6 October 2010. Some clients cannot use the Legal Ombudsman scheme. Further details can be obtained from the Legal Ombudsman. If in doubt, enquire.

If we need to alter any of the above timescales or procedures, we will let you know why.