We treat all complaints about our services extremely seriously and value feedback from those who deal with us so that we can continue to improve and meet our clients’ expectations.
Our aim is to provide the very highest level of service to our clients at all times. As such we are committed to dealing with all complaints about the services we provide fully and fairly. We welcome your feedback as it helps us identify areas for improvement, ensuring our commitment to quality is not compromised. All our staff are fully trained in how to deal with complaints and are provided with regular guidance on how to follow the relevant procedures. This ensures all complaints are dealt with efficiently, ensuring consistency and compliance at all times.
Any expression of dissatisfaction in any form from any source is identified as a possible complaint. All members of staff are trained to deal with any expressions of dissatisfaction and it is their job to take a view (in accordance with our guidelines) about whether a matter should be recorded as a formal complaint. All formal complaints are dealt with in accordance with our complaints procedure.
Instances of formal complaints could include:
Please note that disputes concerning bills may also be dealt with by applying to the court for assessment under Part III of the Solicitors Act 1974. Further details are provided in the notes which accompany every bill.
Complaints should be raised with the person dealing with the matter or, if you prefer, with the Manager responsible for dealing with complaints (see contact details below)
Following notification of a formal complaint we will:
You can refer your complaint to the Legal Ombudsman only after you have received our final response to your complaint and you remain unhappy. The Legal Ombudsman are an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us.
The Legal Ombudsman expect complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of the date of our final response to you.
The Legal Ombudsman’s contact details are:
Telephone: 0300 555 0333
Website – legalombudsman.org
Post – Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
If you have any comments or require further information, or you wish to complain, please contact the manager responsible for handing complaints.
Nicola Rowe – Practice Manager
Guy Williams Layton
11-13 Victoria Street
Liverpool, L2 5QQ
T: 0151 236 7171
The Solicitors Regulation Authority are able to offer support if you are concerned about the behaviour of Guy Williams Layton LLP, in relation to such things like dishonesty, treating you unfairly because of your age, disability or any other relevant characteristic or taking/losing your money.