Our Complaints Procedure

Sloan Plumb Wood LLP are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us. 

How do I make a complaint?

You can contact us in writing (by letter, fax or email) or by speaking with our complaints partner, whose contact details are:

Nick Plumb,
telephone 01733 302412,
email:-  nick.plumb@spw-law.co.uk

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)

If you require any help in making your complaint, we will try to help you. 

We will aim to resolve your complaint fairly and promptly, and in any event within 8 weeks of it first being referred to us.

What will happen next?

We will record your complaint centrally.

We will write to you within seven working days acknowledging your complaint, enclosing a copy of this policy.

We will investigate your complaint. This will usually involve:

  • reviewing your complaint
  • reviewing your file(s) and other relevant documents, and
  • speaking with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

We will update you on the progress of your complaint at appropriate times.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible we will aim to do this within 28 days of the date of our letter of acknowledgement.

If you are not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.

If at either the 8 week stage or when our response to your complaint is final, you feel that your complaint has not been dealt with satisfactorily then you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:

  • by post at PO Box 6806, Wolverhampton, WV1 9WJ
  • by telephone: 0300 555 0333, or
  • by email: enquiries@legalombudsman.org.uk

You must usually refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it), further details are available on the website: www.legalombudsman.org.uk.

In relation to your bill, you may also apply to the court for assessment of the bill under Part III of the Solicitors Act 1974. If you have already applied to the court for assessment of your bill, please be aware that the Legal Ombudsman cannot then consider it.

Complaints about our behaviour

Please note that if you have a complaint about our behaviour - which might include, for example, a complaint about losing your money, being treated unfairly or alleged dishonesty - then you can also complain to the Solicitors Regulation Authority. More information can be found by clicking on the 'Regulated by the Solicitors Regulation Authority' box below and following the links on their website.

What will it cost?

We will not charge you for handling your complaint.  The Legal Ombudsman service is free of charge.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.  The Court may make a charge for assessment of your bill.