Walbrook Law LLP – Limited Liability Partnership
Walbrook Law LLP is a Limited Liability Partnership (LLP). For further details on our LLP structure and related regulatory information please click here.
Nothing on this website should be taken to indicate that Walbrook Law LLP (which may sometimes be referred to on this website and elsewhere as “Walbrook” or “Walbrook Law”) is an unlimited liability undertaking or general partnership.
Website disclaimer
The information contained in this website is provided for information purposes only, and should not be construed as legal advice on any matter. The transmission and receipt of information contained on this website, in whole or in part, or communication with Walbrook Law LLP via the internet or e-mail through this website does not constitute or create a lawyer-client relationship between us and any recipient.
You should not send us any confidential information in response to any content on this website. Such responses will not create a lawyer-client relationship, and whatever you disclose to us will not be privileged or confidential unless we have agreed to act as your legal advisers and you have executed a written engagement agreement with Walbrook Law LLP. The material on this website may not reflect the most current legal developments.
The content and interpretation of the law addressed on this website is subject to revision. We disclaim all liability in respect to actions taken or not taken based on any or all the contents of this site to the fullest extent permitted by law. Do not act or, as applicable, refrain from acting upon this information without seeking professional legal advice.
For information on our other policies relating to use of this website please click on the links below:
Walbrook Law complaints procedure
What happens if you want to raise informal concerns about our service?
We want you to be pleased with our legal service and to recommend us to others. If you have any concerns at all, please raise them initially with the person who has been advising you or with the client partner assigned to your matter. We will always aim to resolve any concerns informally where it is possible and appropriate to do so.
How should you raise a formal complaint?
If your concerns are more serious, and you wish to raise a formal complaint, you should do so by email to our Compliance Officer for Legal Practice (COLP), Adam Fuge, via email – adam.fuge@walbrooklaw.com. Please email as soon as possible after the circumstances that give rise to the complaint, and in any event no later than 10 months afterwards. We may not investigate any complaints that are made outside those time limits and you also may lose the right to complain to the Legal Ombudsman if you wait too long to raise a complaint.
How we handle complaints
As required by the Solicitors Regulation Authority (SRA) Code of Practice, we must deal with a client’s complaints promptly, fairly, openly and effectively. We are also obliged to provide information about our complaints procedure to our clients at the outset of their matter, and this is communicated in our client care letter.
In practice, this means that we will usually acknowledge the complaint within two working days of receipt. In most cases, the COLP will investigate the complaint. If the complaint is about the COLP, the person investigating the complaint will usually be Walbrook Law’s other partner, Bill Parker.
The investigator will review your complaint with the person about whom the complaint is made, and will look at all necessary papers and records and make any other necessary enquiries. He may ask to meet with you if it would be necessary or desirable to do so, in order to resolve the complaint.
In our response we will set out the investigations that have been made and set out our conclusions in relation to each aspect of your complaint. If we conclude that our standards have fallen short of your expectations, we will explain what we believe went wrong and propose one or more remedies to you.
We do not charge for responding to complaints.
Timeframes for responding
We will always respond substantively to complaints within 56 days of receiving them, in line with the Legal Ombudsman’s expectations. Wherever possible, we will respond sooner.
Complaints about fees
If your complaint relates to our fees, you may also have the right to challenge our fees by applying to the court for an assessment of the bill under Part III of the Solicitor’s Act 1974. Please note that certain time limits apply to these procedures.
Complaint to the SRA and/or Legal Ombudsman
Please note that we do not have an internal appeals process if you are dissatisfied with our response. You may nevertheless have the right to complain to the SRA (if the complaint concerns the breach of SRA principles such as dishonesty or losing your money) or the Legal Ombudsman (if the complaint is about poor service, including complaints about fees). This right is available to all individual clients and to some organisational clients.
The Legal Ombudsman may be contacted at:
The Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ Tel: 0300 555 0333 http://www.legalombudsman.org.uk
Please be aware that the Legal Ombudsman has published certain rules on its website in relation to complaints, including rules as to who can complain, what they can complain about, the time limits within which to complain. If you do wish to complain to the Legal Ombudsman, you must do so within six months of receiving our response and within six years from the date of the act/omission, or three years from when you should have known about the complaint.
Pricing for employment tribunal claims
Costs information for unfair or wrongful dismissal as specified in the SRA Transparency Rules – for further details, please click here for employees bringing claims and click here for employers defending claims.