Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When you believe something has gone wrong, we need you to tell us about it. Where complaints are constructive and genuine, they will help us to improve our standards.

If you have a complaint, please first consider contacting the solicitor with whom you have been dealing to see whether your concerns can be resolved quickly and informally.

If the matter remains unresolved please contact Pamela McColl, director and solicitor via pam@conwaymccoll.co.uk or by phone, 0161 312 1864 with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally be done by Pamela McColl, Director of ConwayMcColl Solicitors who will review the matter and where appropriate speak to the member of staff who acted for you. If it is considered appropriate, a different person may be allocated to investigate the complaint.
  3. You may be invited to a meeting to discuss and hopefully resolve your complaint. If it is considered appropriate, this would be within 14 days of sending you the acknowledgement letter.
  4. If a meeting is held, we will write to you to confirm what took place and any solutions agreed with you within three days of the meeting.
  5. If you do not want a meeting or it is not possible or it is not appropriate, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage if you are still not satisfied, you should contact us again and we will arrange for a review of the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ https://www.legalombudsman.org.uk/

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

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