Complaints Procedure

Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. 

Our complaints procedure 

If you have a complaint, please contact us by email to Jamie.wade@wadesolicitors.co.uk, by phone 01952 445605 or by post: 

Complaints

Wade Solicitors ltd

32 Rural Enterprise Centre, Stafford Drive, Battlefield Enterprise Park

Shrewsbury

SY1 3FE

If your complaint involves Mr Wade please contact Mr Martin Walker on martin.walker@wadesolicitors.co.uk or the same address and telephone number. 

What will happen next? 

1. We will send you a letter acknowledging receipt of your complaint within seven working days of us receiving the complaint, enclosing a copy of this procedure. 

2. We will then investigate your complaint. This will normally involve passing your complaint to our compliance manager Jamie Wade, who will review your matter file and speak to the member of staff who acted for you. 

3. Jamie Wade will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter. 

4. If you are not satisfied with our response, you should contact us again to explain why you remain unhappy and we will review your comments. Depending on the matter we may at this stage arrange for a senior solicitor to review the decision.

5. We will write to you within 14 days of receiving your request for a further review, confirming our final position on your complaint and explaining our reasons.

6. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6167,Slough, SL1 0EH, telephone 0300 555 0333 or by email at enquiries@legalombudsman.org.uk. Any complaint to the Legal Ombudsman must usually be made within six months of our final response to your complaint, within one year of the act/omission or within one year of the time that you first became aware of the problem. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk

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

What to do if you are unhappy with our behaviour:

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority – WWW.SRA.ORG.UK