How to complain to us
You can complain by phone, by email, or by letter. Putting it in writing helps, because it means we have a clear record of exactly what you are unhappy about, but you do not have to.
Who to contact
Ruth Ellery, Director, handles all complaints. If your complaint is about Ruth, it will be handled by Daniel Okonjo instead.
- complaints@wharfedalefamilylaw.co.uk
- Phone
- 0113 496 0000
- Post
- Wharfedale Family Law, 14 Park Place, Leeds LS1 2SJ
It helps us if you can tell us:
- your name and a reference number, if you have one
- what happened, and roughly when
- what effect it has had on you
- what you would like us to do to put it right
If you do not know all of that, send us what you have. We will ask if we need more.
What we will do, and when
These are the timescales we work to. If we cannot meet one of them, we will write and tell you why, and give you a new date.
Within 2 working days
We acknowledge your complaint
You get a written acknowledgement confirming what we understand your complaint to be, who is dealing with it, and a copy of this procedure. If we have misunderstood anything, tell us at this point.
Within 14 days of acknowledging
We investigate
We review your file, speak to the people involved, and where it would help, we speak to you. You are welcome to ask for a meeting, in person or by video call, but one is not required.
Within 8 weeks of receiving your complaint
We send you our final response
This is a written answer setting out what we found, whether we uphold your complaint in whole or in part, and what we propose to do about it. Eight weeks is the maximum. Most complaints are answered well inside that.
If you are still unhappy
You can ask us to look again
You can ask for the decision to be reviewed by a different member of the team. We will respond within 14 days. You do not have to do this before going to the Legal Ombudsman — it is an extra option, not a hurdle.
Taking it to the Legal Ombudsman
The Legal Ombudsman is independent of us and of the SRA. It looks at complaints about the standard of service you received. Its service is free to you.
Time limits — please read these
You must refer your complaint to the Legal Ombudsman within six months of receiving our final response.
You must also be within one year of the act or omission you are complaining about, or one year from when you should reasonably have realised there was a problem.
If you miss these limits, the Legal Ombudsman may not be able to investigate.
Normally you need to have complained to us first and given us up to eight weeks to respond. If we do not respond in that time, you can go to the Legal Ombudsman without waiting any longer.
Legal Ombudsman
- Website
- www.legalombudsman.org.uk
- enquiries@legalombudsman.org.uk
- Phone
- 0300 555 0333, Monday to Friday, 9am to 5pm
- Overseas
- +44 121 245 3050
- Post
- Legal Ombudsman, PO Box 6167, Slough SL1 0EH
The Legal Ombudsman can order us to apologise, redo work at our own cost, refund or reduce our fees, or pay compensation. Its decision, once you accept it, is binding on us.
Reporting us to the SRA
The Legal Ombudsman deals with poor service. The Solicitors Regulation Authority deals with behaviour — dishonesty, taking or losing your money, discrimination, or breaches of the rules solicitors must follow.
You can report a firm or a solicitor to the SRA directly, at any time, and you do not have to complain to us first. There is guidance on reporting concerns at www.sra.org.uk.
If your complaint is about a bill
Tell us, and we will deal with it under this procedure. You can also apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Be aware that if you apply to the court, the Legal Ombudsman may not be able to consider the same complaint. If you are unsure which route suits you, we will explain both, or you can get independent advice.
If you need help complaining
You do not have to write a formal letter. Phone us and say you want to make a complaint, and we will write down what you tell us and send it back to you to check.
If you would find it easier to have someone speak for you — a friend, a relative, or an adviser — that is fine. Tell us who they are and we will deal with them. We can provide this procedure in large print or another format on request.
This site is a fictional demonstration build. Wharfedale Family Law is not a real firm and this procedure is illustrative only.