Our Complaints Process

We are committed to providing high quality legal advice and client care.  If you are unhappy about any aspect of the service you have received or about a bill, please contact the person dealing with your case in the first instance.  If your concerns are not then resolved, or you would prefer to speak to someone else about them, please contact our Managing Director, Jane Masih, on 01753 876800, or by email to jane.masih@owenwhite.com or by post to our office address above.  We have a procedure in place which details how we handle complaints which is available on request.

What do to 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 a final response to your complaint

and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them via any of the following:

Website www.legalombudsman.org.uk

Phone: 0300 555 0333 between 9am to 5pm

Email: enquiries@legalombudsman.org.uk

Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

 

The Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) can help you if you are concerned about our behaviour. The SRA regulates solicitors to make sure they behave independently, fairly and with integrity. The SRA does not deal with complaints about poor service.

The SRA can be contacted at www.sra.org.uk or by phone on 0370 606 2555 or by post to The Cube, 199 Wharfside Street, Birmingham, B1 1RN

Get in touch