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Watson Thomas Solicitors Complaints Procedure

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

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.

Our Complaints Procedure

If you are not satisfied with the level of service we have provided to you at any stage, then you should raise a complaint in the first instance with the member of the legal team who is your day to day contact. The informal complaint can be communicated in writing, over the telephone or face to face.

The person with conduct of your matter will endeavour to resolve your complaint in the first instance. We will write to you within seven days of you first raising the complaint and if possible, seek to resolve it within that first response.

If we are not able to address your complaint in full within seven days, then we will contact you within that period, acknowledging that we are addressing your complaint and confirming when you will hear from us. We will respond in full within 21 days from the date of your complaint.

If the person with conduct of your file is not able to resolve matters within seven days, then it will be passed to either Samantha Armour or Rachel Watson to consider and respond.

You will receive a full written response to your complaint and we will invite you to attend our offices for a meeting to discuss your complaint in person.

If you are not satisfied with the outcome of your complaint, then you will need to raise the complaint further with the Legal Ombudsman.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it 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 six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Last Reviewed and Updated 24 January 2022