We are committed to providing a high-quality service to all our clients. When something goes wrong, we aim to ensure that a complaint is dealt with thoroughly and promptly.
If you are a client and at any point you become unhappy or concerned about our charges or the service we have provided, then please let us know so that we can do our best to resolve the problem. In the first instance, please discuss your concerns with the person who is working on your matter, or with the Partner responsible for your matter.
If your discussions do not resolve the problem, then you can raise a complaint formally by referring your concerns to our Complaints Partner, Leigh Holmes, preferably in writing: leigh.holmes@wrigleys.co.uk or by post to the Complaints Partner, Wrigleys Solicitors LLP, 3rd Floor, 3 Wellington Place, Leeds, LS1 4AP.
Making a complaint will not affect how we handle your matter and the time we spend handling a formal complaint will not involve any charges to you.
After we receive a formal complaint, we will record it and acknowledge it in writing. Responsibility for investigating your complaint will be assigned to the person in the firm best placed to carry out the investigation, which may be a member of the department you are dealing with. We will let you know who is handling the matter or to whom you can refer any questions pending conclusion of the investigation.
Our aim is to respond to a formal complaint as soon as possible and usually within four weeks. In some circumstances we may require more time to investigate the matter and we would expect to resolve all but the most complicated complaints within eight weeks. Once the investigation is complete we will let you have our response, usually in writing.
If we cannot resolve your complaint
If we are not able to resolve your complaint within eight weeks of you making your complaint, the Legal Ombudsman may be able to help. They will look at your complaint independently and it will not affect how we handle your matter.
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 the Legal Ombudsman can investigate complaints up to one year from the date of the problem happening or within one year of when you should reasonably have known there was cause for complaint. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.
For more information about the Legal Ombudsman (www.legalombudsman.org.uk) please contact them: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH or phone 0300 555 0333 or email enquiries@legalombudsman.org.uk.
If you are a client and we have agreed a contract to act for you with you by electronic means (for example by email), you may be entitled to use an EU online dispute resolution service to assist you with any dispute you may have with us. This service can be found at http://ec.europa.eu/odr. Our email address is thepartners@wrigleys.co.uk
The Solicitors Regulation Authority
The Solicitors Regulation Authority 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 Solicitors Regulation Authority.
Feedback
We are always looking to improve our services to clients and would value your comments and suggestions on how we carry out our work for you. If you wish to provide us with feedback, either during our engagement or once our work is completed, please do not hesitate to do so. You can provide feedback by email, post or over the telephone directly to one or more of the solicitors who have been undertaking work for you. You can contact any of the firm's partners or you can email feedback@wrigleys.co.uk.
Cancellation Notice
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulations), if you are instructing Wrigleys as a consumer for a personal matter (as opposed to in relation to your trade, business or craft) either on or off Wrigleys' premises then you may have a right to cancel that contract as follows:
Right to Cancel
If the regulations apply to you, you have the right to cancel the contract within 14 days of agreeing to commence the contract (known as 'the conclusion of the contract') without giving any reason.
The cancellation period will expire after 14 days form the date of the conclusion of the contract.
To excercise the right to cancel, you must inform Wrigleys of your decision to cancel the contract by a clear statement (for example by a letter sent by post, fax or email).
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of Cancellation
If you requested that we should begin to provide services during the 14 days cancellation period, you will pay Wrigleys that part of the agreed fee which is proportionate to those envisaged services which have actually been performed until receipt of your cancellation. If you have made a request to begin the performance of services, you have no right to cancel after the services have been completed.
Further Information
If you are in any doubt as to the effect of the Regulations, including whether they apply to you, please contact us or obtain indepentent advice.
