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

Dissatisfied with our service?

Initially please contact the person who is handling your matter to discuss your concerns. Alternatively, or if your concerns are not resolved by the person handling your matter please contact the person supervising their work. The name of the supervisor is set out in the client care letter sent to you at the start of your case.

We will do our best to resolve any concerns at this stage but if you still have concerns and feel you need to make a formal complaint, our full complaints procedure is detailed in this document. Making a complaint will not affect how your case is handled.

Making a formal complaint

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

If you are not satisfied with our response to your concerns having raised them to the person handling your matter and their supervisor, you should make a formal complaint which will be handled by our Complaints Handling Partner.

What will happen next:-

Within three days of receiving your complaint we will send you a letter acknowledging your complaint, let you know the name of the person handling your complaint and request you to confirm or explain any details which we require to investigate your complaint. If it seems that it would assist to resolve your complaint we will suggest a meeting with you.
We will record your complaint in our central register and open a separate file for your complaint.
The timetable/actions for investigating your complaint are likely to be as follows:
- Within three days of receiving your complaint the person investigating your complaint will raise it with the person complained about, and where appropriate call for your file of papers.
- Within fourteen days of receiving your complaint the person dealing with your complaint will either invite you to a meeting to resolve the complaint, or send you a detailed reply, which will include suggestions for resolving the matter.
If you are still not satisfied that your complaint has been resolved, please let us know, and your complaint will be reviewed within fourteen days of you notifying us by another partner in this firm.
We will let you know the result of this review within five days of completing the review and we will write to you confirming our final position on your complaint and explaining our reasons.
If you remain dissatisfied you have a right to take your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007, that deals with legal services complaints. Their contact details are set out below.

What you may do if we cannot resolve your complaint

If we are unable to help you, then you can have the complaint independently looked at by the Legal Ombudsman. They will look at your complaint independently and it will not affect how your case is handled. 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 there are some time limits for taking your complaint to the Legal Ombudsman.

You should do so:

Within 6 months of receiving our final response to your complaint.

and

No more than 1 year from the date of act/omission about which you are complaining.

No more than 1 year from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman their contact details are:

Visit www.legalombudsman.org.uk
Email atenquiries@legalombudsman.org.uk
Telephone 0300 555 0333, from overseas +44 121 245 3050
Write to Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Please note, this is not an address for service of legal documents.

How the SRA can help you

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, disability, or other characteristic. You can raise your concerns with Solicitors Regulation Authority.

Our commitment to you

We are pleased that we very rarely have to use our complaints procedure – and if any client is dissatisfied with our service, and wishes to use it, we will do our utmost to resolve the complaint to our client’s satisfaction.

Client feedback

My claim was dealt with professionally and honestly. I am very pleased with the successful outcome. Thank you.

Anon

Efficient and friendly service. Would recommend!

Anon, United Kingdom

Stacey was most helpful in my case

Anon, United Kingdom

James' advice was valuable. He has a wealth of knowledge and expertise in this area, and his advice and guidance were much appreciated. I would highly recommend him.

Anon, United Kingdom

We recently worked with Leasa Foster at Winston Solicitors as our solicitor for purchasing our new home, and we couldn’t be happier with the experience. Leasa was incredibly professional, thorough, and proactive throughout the entire process. She kept us informed at every stage, explained everything clearly, and always responded quickly to our questions — no matter how small.Buying a house can be stressful, but Leasa made the whole journey smooth and straightforward. Her attention to detail and calm, reassuring approach gave us complete confidence that we were in safe hands.We are truly grateful for her support and highly recommend Leasa Foster and Winston Solicitors to anyone looking for an efficient and reliable conveyancing solicitor.

Pranjali

Very handy as a local north Leeds firm, no need to travel to Leeds. Understood exactly what we required and prepared the documents carefully and quickly. Kept us informed as to progress throughout. I would recommend them for any private client work.

Michael

Didn’t have a single issue with Keertan, she was lovely and explained the process very clearly. Kept me updated at every stage and was very helpful.

Hope

I recently used Winston to help with the purchase of my new home. From start to finish, the service was excellent. Leads Foster was professional, efficient, and always kept me informed throughout the process. Every question I had was answered promptly, and everything was explained in a way that was easy to understand. The whole transaction went smoothly and on time, with no hidden surprises. I really appreciated the clear communication and friendly approach. I would highly recommend to anyone looking for a reliable and trustworthy solicitor.

Pranjali