We want you to be happy with the service that you have had with White Horse Solicitors & Notary Public but sometimes things do go wrong. Our Complaints Procedure is designed to help you bring your dissatisfaction to our attention so we can look at what has happened and provide you with an explanation and most importantly to improve our service for our clients.
We have a 3 stage internal complaints procedure details of which appear below. If we are unable to resolve your complaint through our internal procedures you can then contact the Legal Ombudsman who is independent and impartial and who has official powers to resolve complaints. Details of how to contact the Legal Ombudsman also appear below:
In the first instance if you have a complaint about your matter please raise it with the person dealing with your file.
If the complaint is not resolved at that stage, the complaint will be escalated to a Supervisor who will conduct an independent investigation of the complaint and will arrange to meet with you at our office.
If the supervisor is unable to resolve your complaint, you can then refer the complaint to our Complaints Partner. Our Complaints Partner is Muhammad Karim. He is a qualified Solicitor and a Notary Public. If the Complaint’s Partner deems it more appropriate for an independent complaints handler to look into your complaint- we can forward your complaint to Legal Compliance Consultants. By instructing us in your matter you authorise us to forward any information we may hold in relation to you and your matter to Legal Compliance Consultants to enable them to independently review your complaint.
If a complaint is made we will:
If a complaint is made to our Complaints Partner, he will: