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

Solicitors
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. If you would like to make a formal complaint, then you can access our full complaints procedure here. Making a complaint about a service issue will not affect how we handle your case.

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.