Waugh & Co Waugh & Co Logo Waugh & Co Solicitors,
4 Mill Green Business Estate, Mill Green Road,
RH16 1XQ Haywards Heath,
West Sussex,
reception@waughandco.co.uk 01444451666
Waugh & Co Logo

Providing Legal Services Since 1840

Complaints Procedure

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 individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage.

Our Complaints Procedure

If you have a complaint, which your adviser and their Head of Department have been unable to resolve to your satisfaction, please contact Jack Cookson, our Client Care Partner, based at our office at 4 Mill Green Business Estate, Mill Green Road, Haywards Heath, West Sussex, RH16 1XQ.

What Will Happen Next?

  1. Within eight weeks, our Client Care Partner will attempt to resolve matters with you.
  2. During this eight-week period, we will record your complaint in our central register and open a file for your complaint.
  3. We will also investigate your complaint by examining the relevant file and requesting further details from the original adviser and their supervising partner as necessary. If appropriate, we may also invite you to a meeting with the Client Care Partner to discuss and hopefully resolve your complaint.
  4. The Client Care Partner will write to you setting out his views on the situation and any redress that we would feel to be appropriate. This is likely to take place by the end of week six.
  5. If you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within seven to ten working days. This will happen in one of the following ways:
    1. Our Client Care Partner will review his own decision in the light of any additional information or
    2. We will arrange for another partner in the firm who has not been involved in your complaint to review it.
  6. We will let you know the result of the review as soon as possible. At this time we will write to you confirming our final position on your complaint and explaining our reasons. 

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 a final response to your complaint; and
No more than six years from the date of the 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:

Contact details

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 9am to 5pm

Email enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help you if you are concerned about our any non-service aspect of the firm. This includes any issue that you believe should be considered by the professional regulator of solicitors.

You can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk

Client Testimonials

Great staff and attention. Professional and approachable Mr Ar West Sussex
The team are efficient. I have dealt with the firm for several years and have had no cause to go elsewhere Mrs Lr Haywards Heath
Lovely team, easy to talk to Mrs Mr Haywards Heath

In view of the current circumstances regarding Covid19 and in line with government advice a number of our staff are working remotely at present however all our lawyers can still be contacted via their usual telephone and email contact.  

We have a well-established and secure home working programme which ensures we can continue to deliver a high level of client service.  We are also able to offer a video conferencing facility or if preferred are happy to make suitable arrangements to enable meetings to still take place if necessary whilst abiding by the current social distancing guidance.   

A reduced team remains in place at our office in Haywards Heath to order to help support clients.  We are therefore able to continue to provide all of our normal services so please do not hesitate to contact us if you require any advice or assistance.