Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it, and if we agree we will put it right. We do not charge you for investigating complaints, and raising a complaint should not usually delay your case, however, we will tell you if it will.

Complaints must be made by a client, and, should be addressed to The Complaints Manager, Winn Solicitors Limited, Brinkburn Street, Byker, Newcastle upon Tyne, NE6 1PL, or alternatively please email: complaints@winnsolicitors.com

What will happen next?

  • We will send you a letter acknowledging your complaint within five days of receipt.
  • We will investigate your complaint by reviewing your file and speaking to relevant staff.
  • If we uphold your complaint we will apologise and tell you how we propose to resolve it. If we have caused any loss we will compensate you.
  • If we do not uphold your complaint we will explain why.
  • We aim to answer your complaint within 21 days of sending you the acknowledgement letter. All complaints should be answered within eight weeks.

If you disagree with the outcome of our investigation into your complaint

You should contact us again to explain why you remain unhappy with our response and produce evidence you believe we may have missed and/or explain if you think we have misunderstood. We will then review your comments and write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

What to do if you are unhappy with our final decision

If your complaint has not been concluded to your satisfaction within eight weeks of making the complaint, you can contact the Legal Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

You have six months from the end of our complaints process in which to register a complaint with the Legal Ombudsman. Complaints must usually be brought within six years of the act complained of, or within three years of you knowing you had cause to complain. Some time limits can be extended in certain circumstances. You can contact the Legal Ombudsman either by email to enquiries@legalombudsman.org.uk or by telephone on 0300 555 0333.

Complain to the Solicitors Regulation Authority (SRA). They can help you if you are concerned about our behaviour, such as dishonesty, taking or losing your money, or treating you unfairly because of a protected characteristic. The SRA can be contacted at http://www.sra.org.uk/consumers/problems/report-solicitor.page