Unhappy with our service?
We are committed to providing a high quality and professional service to all our clients. Please tell us as soon possible if you feel we have not met these standards. We will look into your complaint and put things right if something has gone wrong. We will also make sure that we learn from any mistakes we may have made and take action to help prevent them in future.
If you are unhappy with any aspect of our service, including your bill, you should contact the person who is working on your case as soon as you are aware that there is a problem. If they are unable to resolve your problem you should make a complaint to
Jonathan Goolden is the firm’s complaints partner. His contact details are:
Wilkin Chapman LLP
P.O. Box 16, Town Hall Square
Grimsby
DN31 1HE
Telephone: 01472 262626 or
What will happen next?
1. We will send you a letter acknowledging your complaint within 3 working days of receiving it
2. Your complaint will be recorded on a register of complaints
3. We will investigate and respond to your complaint within 15 working days of sending you an acknowledgement letter. We will tell you if we need extra time to do this.
We will not charge you for investigating your complaint.
The Legal Ombudsman
If you are unhappy with our response, you can then contact the Legal Ombudsman about your complaint.
The contact details for the Legal Ombudsman are as follows:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Switchboard: 0300 555 0333
This service is free and contact should be made:
· within 6 months of receiving a final written response from us about your complaint or
· within 6 months of finding that there was a problem
Complaints about your bill
· Under sections 70, 71 and 72 of the Solicitors Act 1974 you have a right to an assessment of your bill by an Officer of the Court.
· If all or part of the bill remains unpaid, we have the right to charge interest on it.
· The Legal Ombudsman may not deal with a complaint about your bill if you have already applied for an assessment by the Court.
Debt Recovery and insolvency department complaints - if you are a debtor
If our Debt Recovery and Insolvency Department is pursuing you for an outstanding third party debt and you wish to make a complaint about any aspect of the debt recovery process or a member of the team you should contact Chris Grocock who is our Debt Partner. If appropriate, he will refer your complaint to Jonathan Goolden.
Chris Grocock’s contact details are:
Wilkin Chapman LLP
P.O. Box 16, Town Hall Square
Grimsby
DN31 1HE
Telephone: 01472 262631 or
Email: cgrocock@wilkinchapman.co.uk
