HomeComplaints Handling Policy

At Wiggin, we strive to be excellent in everything we do. This includes providing an excellent service to all our clients, and taking responsibility when things go wrong. We appreciate that we may not always achieve these aims. We also want to know about problems and put them right if we can – promptly, fairly and effectively. So, we value feedback from our clients and want to learn from it. You will not be charged for any time spent by us investigating a complaint.

Please contact the Partner responsible for your matter in the first instance to report your complaint. If you would rather contact someone other than the Partner responsible for your matter, please contact the Complaints Manager. The Complaints Manager is Caroline Kean. If Caroline Kean is the Partner responsible for your matter, your Complaints Manager will be Alan Owens. Contact details for both Caroline and Alan are set out below.

We can’t promise to get you a complete answer quickly in every case, as we want to understand every complaint fully, and this can take time. We will however acknowledge your complaint promptly in writing and will keep in touch with you to update you on progress.

The Partner responsible for your matter (or the Complaints Manager, if you prefer) will review your complaint internally and will aim to complete investigations as soon as practicable, although this may take a number of weeks particularly if the files have been archived, the matter is complex or we require information of you or other parties. In any event, we will provide a full response within 8 weeks.

The Partner responsible for your matter (or the Complaints Manager, if you prefer) will discuss your complaint with you and the details of the investigation, with a view to attempting to resolve your complaint if possible.

We hope that any problem will be resolved to your satisfaction by the Partner responsible for your matter, but if not, the Complaints Manager will internally review your complaint, our investigation and our response. The contact details for the Complaints Managers are:

If we have made an error which is negligent then we are required to refer you to another lawyer and cannot advise you further. If this is the case, we will let you know and will also be obliged to notify our professional indemnity insurance underwriters.

If you are still not happy with our approach you may be able to refer the matter to the independent Legal Ombudsman (write to: PO Box 6806, Wolverhampton, WV1 9WJ; or email: enquiries@legalombudsman.org.uk; or phone 0300 555 0333 or +44 121 245 3050, if calling from overseas).

The Legal Ombudsman investigates complaints about service issues with lawyers. You can find out more information about their service on their website.

If you have concerns about our behaviour you can complain to the Solicitors Regulation Authority. Further information can be found here.