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Wilks Price Hounslow

solicitors

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Terms & Conditions 

Our terms and conditions vary depending on the type of work we carry out for you. Details will be provided as part of our confirmation of your instructions.  for Full Terms and Conditions please follow this link.


In the event you have a complaint about the service we provide you can invoke our complaints procedure.


Complaints Procedure

If you have a complaint, contact us with the details.


1.   We will send you a letter acknowledging your complaint and asking you to confirm/explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive a response within two days of us receiving your complaint.


2.  We will record your complaint in our central register and open a separate file for your complaint. This will be done within a day of receiving your complaint.


3.  We will then start to investigate your complaint. This will normally involve the following steps:

  • We will pass your complaint to Gabriella Cuoghi our Complaints officerr, within three days.
  • She will ask the member of staff who acted for you to reply to your complaint within 5 days.
  • She will then examine their reply and the information in your complaint file. If necessary, She may also speak to them.   This  will take up to three days from receiving their reply and the file.

4.  Ms Cuoghi will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within three days.


5. Within two days of the meeting   will write to you to confirm what took place and any solutions she has agreed  with  you. If you do not want a meeting, or that is not physicaly possible, Ms Cuoghi will send you a detailed reply to your complaint.  This will include his suggestions for resolving this matter.  She will do this within five days of completing the investigation.


6. At this stage, if you are still not satisfied you may wish to contact us again. We will then arrange to review our decision. This will happen in one of the following ways:

  • Another Partner in the firm will review Ms Cuoghi's decision within ten days.

  • We will ask our local Law Society or another local firm of solicitors to review your complaint within five days. We will let you know how long this process will take.

  • We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.

7. We will let you know the results of the review within five days of the end of the review. At this time we will write to you confirming our final position on this complaint and explaining our reasons. We will also give the name and address of our Legal Complaints Service. If you are still unsatisfied, you can contact them about your complaint.


8. We will provide you with the contact details of the Legal Ombudsman telephone 0300 555 0333 with a full explanation of the time limits for making a complaint to the Legal Complaints Service at this stage.


If we have to change any of the timescales above, we will let you know and explain why.


European Commission Web site in respect of online contract disputes can be found here through this link.