If you have any concerns about your matter such as costs or anything you do not understand please contact us. In the first instance, you should raise it with your caseworker. If you are still concerned please refer the matter to the Principal of the firm, Mrs Wickramanayake.

​

Complaints

A complaint, an expression of dissatisfaction, must be dealt with promptly. We are governed by the Solicitors' Code of Conduct and follow the requirements of the Solicitors Regulation Authority, LAA and the Specialist Quality Mark regarding identifying and management of complaints. All requirements therein must be complied with. A complaint can be made in writing by letter or email, over the telephone or in person. If you are not satisfied with any part of our services, please contact Dhira Wickramanayake by post to Wick & Co solicitors, 447 Rayners Lane, Pinner, Middlesex, HA5 5ET, by telephone on 020 8429 2950, or by email to dhira@wickandcosolicitors.com. We have a procedure in place which details how we handle complaint’s, and this will be immediately be sent to you.

Our complaints procedure is as follows:

1. Please contact us by post, email, phone or in person to tell us about the reasons for the complaint.                                       

2. We will acknowledge in writing your complaint within 3 days of receipt.                                                                                                 

3. We will start with investigating the matter. We will investigate the matter by talking to the staff member concerned. We will also arrange to speak to you and also consider any documents, if any. Once the investigation is done, we will contact you to arrange an appointment to discuss the issues with you and we hope that we can resolve the issues with you. We will arrange a meeting with you within 14 days of your complaint. We will also write to you after our meeting covering our discussion and outcome.                                                                                                                                  

4. If you are satisfied with our meeting and the outcome, we will consider the matter resolved.                                                                

5. Eight weeks is often the time given to us to consider the complaint and if we are unable to resolve in this time, then you can ask the Legal Ombudsman to consider your complaint.                                                                                                        

6. The Legal Ombudsman is an independent complaints body who can consider your complaint and carry out an investigation of your complaint. The Legal Ombudsman will first check if you have tried to resolve your complaint with us in the first instance.

Please note that you must take your complaint to the Legal ombudsman:

• within six months of your receiving a final written response from us regarding your complaint.

and

• no more than six years from the date of the act/omission

or

• no more than three years from when you should reasonably have known there was cause for complaint

You can contact the Legal Ombudsman and their details are:

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

The Legal Ombudsman correspondence address is:

Legal Ombudsman

PO Box 6806,

Wolverhampton

WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority (SRA) 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.

Initially, please contact the complaints handling person, Dhira Wickramanayake. We will follow the same procedure to resolve any issues. If however, it does not get resolved, you can contact the SRA.

​

Their details are:

The Solicitors Regulation Authority The Cube

Wharfside Street

Birmingham

B1 1RN

0370 606 2555 

http://www.sra.org.uk/consumers/problems/report-solicitor.page