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JOHN WESTON & CO CLIENT COMPLAINT PROCEDURE

John Weston & Co is regulated by the Solicitors Regulation Authority (“SRA”) (No 201000) 

In accordance with SRA requirements, we are required to publish our Complaints Procedure on our website. This is set out below. 

The partners of this firm take client care and service seriously and we hope that if any issue arise whatsoever in relation to the level and standard of services we provide you will immediately contact us, in order that we can resolve any or indeed any potential issues at an early stage. 

Our client care partner responsible for dealing with complaints is John Weston , but feel free to contact Federico Ferrigno should you prefer. Our general email info@johnweston.co.uk address will reach both partners, but you may prefer to use the partner’s individual email addresses, respectively john@johnweston.co.uk and f.ferrigno@johnweston.co.uk. 

Our preferred method of communication is by email, although we are of course happy to communicate by telephone or letter. References to communications in writing below include emails. 

Informal Discussions 

We suggest you raise the issue first with the partner dealing with the matter, and if possible resolve the matter amicably. If that does not work to our mutual satisfaction, and you wish to progress a complaint, please advise us and we will then treat your issue as a complaint to be dealt with on the following basis by our client care partner. 

Complaints - What will happen next? 

Stage 1 

We will telephone and/or write to you acknowledging receipt of your complaint within 3 working days of receiving it. 

Stage 2 

We will then investigate your complaint internally with the partner concerned and the client care partner. That investigation may well be somewhat involved, as this largely depends on the nature of the complaint and the complexity of the matter concerned. 

Stage 3 

Within 10 working days of the commencement of our investigations we will contact you again with our preliminary comments and any proposed solutions, or if necessary to request further documentation. If further time is needed, we will let you know. 

Stage 4 

If the matter is not yet resolved at Stage 3, including any necessary extra time, we will send you within 10 working days a full written response to your complaint including any appropriate suggestions for resolution. 

Stage 5

If you are still not satisfied with our response, provided the request is received within 10 working days of our reply in stage 4, we will arrange for a review of our response to the complaint. Unless there is new information or documentation to consider, we will carry out our review and contact you again in writing within 10 working days. 

Legal Ombudsman 

Obviously we very much hope that all issues are resolved amicably as part of the above processes but in the unlikely event that we cannot resolve your complaint, you may have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers. Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman: 

1. Within six months of receiving our final response to your complaint and 

2. No more than 6 years from the date of the alleged act or omission or 

3. No more than 3 years from when you should reasonably have known of the alleged cause for complaint. 

The Legal Ombudsman’s contact details are as follows; 

PO Box 6806
Wolverhampton WV1 9WJ

Telephone:
0300 555 0333

Email:
enquiries@legalombudsman.org.uk

Website:
legalombudsman.org.uk

The Solicitors Regulation Authority (SRA). 

In the highly unlikely event that you need to make a complaint, and your complaint is not about our service, but is about our conduct, the SRA deals with conduct issues rather than the Legal Ombudsman which deals with service issues. You can visit the SRA’s website here to see how you can raise concerns with them.  

   
   
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PO Box 212, Felixstowe, Suffolk IP11 1DF, United Kingdom

Tel: +44 (0)1394 282527
email: info@johnweston.co.uk

Authorised and Regulated by the Solicitors Regulation Authority No: 201000
Registered with the Law Society of England and Wales

Registered for VAT in the United Kingdom No. 665 8647 81

© 2021 John Weston & Co