Complaints Policy

Complaints Policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it so that we can work to put it right.  This will help us to improve our standards.

If you are dissatisfied with the service you are being given or any aspect of your bill, you should contact the person at Dean Wilson who you have been dealing with immediately and advise him/her of the nature of your dissatisfaction.

If you are not satisfied after discussion with them or if you do not wish to raise the matter with the person dealing with your matter directly, you should detail your complaints in writing to our Client Care Partner, Andrew MacFadyen.

What will happen next?

  1. Andrew MacFadyen will contact you and will either invite you to a meeting to discuss the complaint and attempt to resolve it or will provide you with a written report about the matter.  You will be contacted within seven days of receiving your complaint to give you time scales within which the matter will be dealt with. A complaint file will be opened and details of the complaint recorded on the firm’s complaint management form.
  2. Andrew will then investigate your complaint by meeting with the person who had conduct of your matter to discuss the situation and asking them to provide further details.  A review of your matter file will also be undertaken.
  3. Andrew willaim to get back to you within 21 days of an investigation having been carried out providing the outcome to the investigation and our proposed solutions.
  4. If a meeting is held with you, he will then write to you within five working days of the meeting, confirming the discussions that took place and any solutions that have been agreed.
  5. The letter will contain details of what you should do if you are still unhappy with the outcome.  If you are still unhappy with the outcome, you will be asked to write a further letter to us explaining why.

The firm will then arrange for a review of the Client Care Partner’s decision by the Firm’s Compliance Officer for Legal Practice (COLP). 

  1. The COLP will then write to you within five working days of the conclusion of the review, detailing the outcome of the review, and what the firm’s final position is with regards to the complaint.

This letter will contain details of the Legal Ombudsman, who should be contacted if you are still not satisfied. The Legal Ombudsman will look at your complaint independently and 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 6 months of receiving our final response to your complaint and
  • No more than 6 years from the date of the act or omission you are complaining about; or
  • No more than three years from when you should reasonably have known that there was cause for complaint.

You can contact the Legal Ombudsman for more information about their work. Their contact details are:

Telephone No. 0300 555 0333 – these lines are open between 9am and 5pm Monday to Friday


Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.  

  1. If you are unhappy with our behaviour the Solicitors Regulation Authority can help. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can find details of the Solicitors Regulation Authority and how to access their services at
  2. If we have to change any of the timescales set out in the Policy, we will let you know and explain why.