Name Of Company

Walkers Solicitors Ltd.

Registered Office

574 Bacup Road

Waterfoot

Rossendale

Lancashire

BB4 7HB

Contact Details

Tel:  01706 213 565

Fax: 01706 830 245

Email: info@walkers-solicitors.com

Company Registration No.

06293338

VAT Registration No.

922 4892 13

Regulatory Authority

Solicitors Regulation Authority No. 466709

Complaints Body

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

Tel: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. 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. 

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority

Our 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. This will help us to improve our standards. There is no charge involved with our complaints procedure.

Many complaints simply arise by reason of a misunderstanding between you and us. If you are unhappy in any way with the service, you receive you should contact the fee earner handling your file in the first instance. It may be that a simple conversation can clarify or explain any difficulties which have arisen. If this is not possible, or if you would prefer to speak to somebody else, then you are more than welcome to do so. Please contact one of our directors, Ian Bonney or Janet Sime.

If a simple explanation or clarification does not resolve issues, then the procedure for investigating your complaint will be as set out below.

Our Complaints Procedure

If you have a complaint, contact us with the details in writing.

What will happen next?

1. We will send you a letter acknowledging your complaint which you may expect to receive within 10 working days of our receipt of your complaint. 
2. We will record your complaint in our central register.
3. Your complaint will be passed to Ian Bonney, Complaints Officer, upon its receipt who will then examine the original matter file and thereafter speak to the staff member who acted for you. This may take up to 20 working days from receipt of your complaint.
4. We will then either invite you to a meeting in order to discuss and hopefully resolve your complaint, or If you do not want a meeting with us or it is we believe it would be preferable to respond in writing, we will send you a detailed reply to your complaint, which will include all suggestions to resolve the matter.
5. If you are still dissatisfied, we will upon your request review our decision. Your request for a review will be passed to another Director of the firm who will undertake a review within 20 working days of the receipt of your request. 
6. We will write to you within 5 working days of the conclusion of the review to advise of our final position upon your complaint and explaining our reasons.

If you are still not satisfied, you can contact the Legal Ombudsman (by telephone on 0300 555 0333 or at www.legalombudsman.org.uk) about your complaint. You must do so:

• Within six months of receiving a final response to your complaint and
• No more than one year from the date of act/omission; or
• No more than one year from when you should reasonably have known there was cause for complaint