Winterborne Legal Services
Complaints Procedure
Whilst we always aim to provide a high quality service, we understand that you may not always be satisfied with the work we have carried out for you. If this happens, we need you to let us know and give us the opportunity to put things right.
Complaints and feedback provide valuable insights into how our service may be improved and we are keen to resolve any complaints through our in-house procedure. We want you to be happy and satisfied with our service and with the way you have been treated.
How to submit a complaint
You can let us know of your complaint by letter or email to Christine Harley Davies, 5 Laurel Close, Bridport, DT6 5RQ or christine@winterbornelegal.co.uk.
So that your complaint can be correctly recorded and dealt with, it would be
helpful if you told us:
- Your full name and how you can be contacted;
- What you think we have got wrong;
- What outcome you would like your complaint to achieve.
Our Response
We will respond to you within five working days to acknowledge your complaint and provide a copy of this policy.
We will then review your complaint and your file, together with any other relevant documents. We may also need to ask you to provide further
documents or information.
If it is appropriate to do so, we may invite you to meet to discuss your complaint. If you choose not to do so, or are unable to attend a meeting, we
will be happy to discuss the matter with you by telephone. When we have investigated, we will contact you to let you know how we propose to resolve your complaint. We will aim to do this within 20 working days of the date of our acknowledgement letter.
If you are not satisfied with the outcome of our complaints handling procedure, please let us know so that we have the opportunity to review the matter.
CILEx Regulation
CILEx Regulation will investigate allegations of misconduct and complaints must be made within 12 months of the event that gave rise to the complaint.
CILEx Regulation can be contacted:
- By telephone on 01234 845770;
- By email: info@cilexregulation.org.uk www.cilexregulation.org.uk
- By post at CILEx Regulation, Room 301, Endeavour House, Wrest Park, Silsoe, Bedfordshire, MK45 4HS
If you are still unhappy, you can ask the Legal Ombudsman to look into your concerns. The Legal Ombudsman can be contacted:
- By telephone on 0300 555 0333;
- By post at PO Box 6806, Wolverhampton, WV1 9WJ;
- By email at enquiries@legalombudsman.org.uk
If you choose to refer your complaint to the Legal Ombudsman, you must usually do so within six months of our final written response to your complaint.
You can check the Legal Ombudsman decision data website page to see if the Legal Ombudsman has made any decsions about the firm in the last twelve months. The Legal Ombudsman decision data page can be found here: Ombudsman decision data | Legal Ombudsman
The Legal Ombudsman service is free of charge. Alternative Dispute Resolution (ADR) bodies such as Pro Mediate UK Limited of Brow Farm, Top Road, Frodsham, Cheshire, WA6 6SP; Tel: 020 3621 3908; Email: enquiries@promediate.co.uk; Website: www.promediate.co.uk) are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
At the present time we do not agree to use ADR.
Please note that our in-house procedure is not able to resolve any question of liability or negligence.
PROFESSIONAL INDEMNITY INSURANCE AND COMPENSATION ARRANGEMENTS
We are specialist and authorised by CILEx Regulation to provide probate services England and Wales. Not all areas of law must be authorised. This includes the preparation of Wills, Lasting Powers of Attorney and trusts, and we also provide these legal services. We are required to have Professional Indemnity Insurance which covers all legal services that we provide. This insurance ensures that you do not lose out financially in the unlikely event that the firm makes a mistake. The CILEx Regulation Compensation Arrangements provide additional protection if legal services are provided in probate law. Payments under the scheme are discretionary and subject to meeting certain criteria.
Professional Indemnity Insurance
Winterborne Legal Services Limited has professional indemnity insurance provided by AXIS Speciality Europe SE, 1st Flor, 52 Lime Street, London, EC3M 7AF. The maximum aggregate liability in respect of any claim or series of related claims is limited to two million pounds sterling (£2,000,000).
If you would like to find out more about how we can help you, or have any queries, please get in touch.
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