Complaints Handling Policy

Wright Justice Solicitors is committed to providing the best possible service. If you become unhappy with the service provided or with a bill, you should inform us as soon as possible so that we can try to resolve the issue fairly and promptly.

1. Raising a Complaint

In the first instance, you may wish to contact the person handling your matter to discuss your concerns. If you would like to make a formal complaint, you can contact us using the details below.

Making a complaint will not affect how we handle your case.

2. Contact Details for Complaints

Formal complaints can be made by post, telephone, or email:

• Address: 535 Coventry Road, Birmingham B10 0LL
• Phone: 0121 7724512
• Email: compliance@wrightjustice.co.uk

3. Our Complaints Procedure

Once we receive your complaint:

• We will acknowledge your complaint within 7 working days
• We will investigate the matter internally
• The complaint will usually be reviewed by the Legal Compliance Officer, Mr M T Abdullah
• If the complaint concerns Mr Abdullah, it will be referred to a senior solicitor of the firm
• We may invite you to a meeting to discuss the issue
• If a meeting is not appropriate, we will send a detailed written response
• If you remain dissatisfied, a further internal review can be arranged
• A final written response will then be issued

4. Timeframes

The firm aims to:

• Acknowledge complaints within 7 working days
• Arrange a meeting or issue a detailed response within 28 working days of acknowledgement
• Provide a final review outcome within 21 working days of a review request

If any of these timescales need to change, the firm will explain why.

5. Complaints About Bills

This complaints procedure also applies to complaints about bills. You may also have the right to apply to the court for an assessment of a bill under Part III of the Solicitors Act 1974.

If all or part of a bill remains unpaid, the firm may be entitled to charge interest.

6. Legal Ombudsman

If you are not satisfied with our final response, you may contact the Legal Ombudsman.

• Address: PO Box 6806, Wolverhampton, WV1 9WJ
• Phone: 0300 555 0333
• Email: enquiries@legalombudsman.org.uk

You must usually refer your complaint to the Legal Ombudsman within 6 months of receiving our final response and within the applicable time limits set out in their rules.

7. Solicitors Regulation Authority

If your concern relates to professional misconduct, dishonesty, unfair treatment, or misuse of money, you may raise the matter with the Solicitors Regulation Authority.

Information about raising concerns with the SRA is available on their website.