Complaints

What if you’re not happy with our service or something goes wrong?

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving our final response to your complaint

and

• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should reasonably have known that there was cause for complaint.

The Legal Ombudsman have developed the Model Complaints Resolution Procedure (MCRP). The MCRP provides a framework that legal service providers can use to handle complaints fairly, consistently, and as quickly as possible.

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.

Our Complaints Procedure

Downloadable PDF version of our Complaints Policy 02.2025 v9.0

Your Complaint 

We want the opportunity to look into your complaint as quickly as possible. Please:

• Write to us – The Complaints Officer, Waddington Turner Wall Solicitors, 6-12 Devonshire Street, Keighley BD21 2DG.
• Email us via info@wtwsolicitors.co.uk.