Complaints Policy

If you have a concern or complaint, please contact us as soon as you are aware of the problem so this can be addressed. All complaints will be assessed and passed to the Complaints Manager.

Can you please email your complaint to:

Please include the following information:

• Your first name
• Your surname
• Your reference number (if you have one)
• Your contact telephone number
• Your email address
• The details of your concerns

By post:

If you would prefer to write to us, complaints should be addressed to: The Complaints Manager, Winn Solicitors Limited, Brinkburn Street, Byker, Newcastle upon Tyne, NE6 1PL.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of our full complaints procedure. We aim to resolve your complaint fully within 21 days of sending you the acknowledgement letter.

What if I am not happy with the outcome of the complaint?

We aim to fully resolve your complaint within 21 days of acknowledgement, however, the guidelines set by the Legal Ombudsman allow us 8 weeks from the date we receive your complaint to resolve it to your satisfaction. If, following our final formal response you remain dissatisfied, you are entitled to refer the matter to the Legal Ombudsman. You have 6 months from the end of our complaints process in which to register a complaint with the Legal Ombudsman.

The Legal Ombudsman can be contacted in the following ways:
Post: The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333