Menu

Complaints Procedure

Complaints Procedure

Let us know if there is a problem...

We want to give you the best possible service.  However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.

We have a procedure in place which details how we handle complaints.  You can download a copy of our complaints procedure by clicking here.

We have eight weeks to consider your complaint. If we are unable to help you, then you can have the complaint independently looked at by the Legal Ombudsman. However, you must raise your complaint with the Ombudsman within six months of our final response to it.

If you would like more information about the Legal Ombudsman their contact details are as follows:

Do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.

Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015

If you are a client with whom we have made a contract by electronic means, you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. Should you wish to do so that service can be found at http://ec.europa.eu/odr  Our email address for this purpose is complaints@wilkinchapman.co.uk 

 

*Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines.  Calls are recorded and may be used for training and monitoring purposes.