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:
If you remain dissatisfied with the handling of your complaint, you may contact the Legal Ombudsman. They can be contacted as follows:
PO Box 6806
Wolverhampton, WV1 9WJ
T: 0300 555 0333
You have six months from the date of our substantive response to you regarding your complaint to complain to the Legal Ombudsman. Any Legal Ombudsman referral should be within six years from the act or omission occurring or within three years from the date the complainant should reasonably have known there were grounds for complaint.
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.