Complaints Procedure

Introduction

At Walter Gray & Co we are committed to providing a high quality service to all our clients. Should anything go wrong, however, you are invited to tell us about it, and the sooner the better. This will help us to improve our standards, and where appropriate to amend our procedures. Please note that no charge will be made for handling your complaint.


Complaints made by telephone

You may wish to make your complaint in writing and, if so, please follow the procedure set out in the paragraph below. However, if you would rather speak on the telephone about your complaint, then please telephone Rosemary Hardwicke, our Senior Director at our Ryde office, on 01983 563765. If she should be away from the office (e.g. on holiday leave) then please speak to her fellow Director, Trine Kvinnesland.

The person you contact will make a note of the details of your complaint, and what you would like to be done about it. She will discuss your concerns with you and aim to resolve them.

If your complaint is not resolved on the telephone (and we appreciate that some complaints cannot be quickly dealt with on the spot) you will be invited to write to Rosemary Hardwicke at 3/4 St Thomas Street, Ryde, Isle of Wight PO33 2ND within the next 14 days, so that the matter can be investigated formally. If your complaint relates to Rosemary Hardwicke herself, your letter should be addressed to Trine Kvinnesland.


Complaints made in writing

Please give the following details:-

(a) Your name and address.

(b) Which members of the firm you are complaining about.

(c) The details of your complaint.

(d) What you would like done about it.

The person investigating your complaint will write to you as soon as possible and acknowledge receipt of your letter. She will then let you have a full reply within 10 working days after that. If exceptionally the person investigating the complaint finds that it is not going to be possible to reply within the stated period, a new date will be fixed and you will be informed accordingly.

It is in any event our aim to deal with your complaint within a maximum of 4 weeks of receipt.

The reply will set out:-

(a) The nature and scope of the investigation.

(b) A conclusion on each complaint and the basis for such conclusion, and

(c) If we find that you are justified in your complaint, proposals for resolving the matter.

As part of our commitment to client care we make an internal written report of any complaint and retain all documents and correspondence for a period of 6 years. These reports are analysed from time to time in order to ascertain any improvements that need to be made to our systems and procedures, as a result of the complaints.


Complaints to the Legal Ombudsman

If you remain unhappy with the outcome, or the way in which your complaint was handled, you may take your complaint to the Legal Ombudsman. He will normally ask that you allow us in the first instance to try to resolve your complaint before he gets involved. Furthermore the Legal Ombudsman will generally only entertain a complaint made within six months of the conclusion of the firm’s own investigation.

His address is:-

Edward House, Quay Place, Birmingham B1 2RA

Telephone 0300 555 0333.

Email – enquiries@legalombudsman.org.uk.

For more information or a no obligation quotation please contact us