Complaints Handling Procedure

Our Complaints Procedure

If you are dissatisfied with the service received or if you are dissatisfied with regard to a charge on a bill received, please first contact the member of staff who is dealing with your matter and they will try to resolve your concerns informally. Our aim will always be to deal with your concerns as quickly as possible and without recourse to any formal complaint’s procedure, if that is possible.

If it is clear that you remain dissatisfied, the member of staff will inform you of the existence of our formal complaints procedure by sending you a copy of this procedure.

Stage 1

You should write to Shah Jahir Ali our Complaints Partner; and by email to [email protected] or post and clearly mark your letter “formal complaint”. Alternatively, you may wish to use the attached ‘Client Complaint Form’. Please outline the cause of your dissatisfaction and if possible, the action you would like us to take in order to remedy that dissatisfaction.

Stage 2

We will acknowledge receipt of your complaint within five working days and inform you of the name of the person who is dealing with your complaint. In order to obtain an independent and objective view, we may outsource stage 2 to an independent complaints handler. Your complaint will be acknowledged by them within 5 working days of receipt and a thorough investigation undertaken within 14 days of identifying and agreeing your heads of complaints with you. We will record your complaint in our central register which is reviewed regularly by the firm.

Stage 3

The person investigating the complaint will have full access to all the information and personnel that they require to investigate your complaint properly. They may contact you directly to discuss and confirm your heads of complaints and request any further information from you to assist the investigation.

We will ask the person investigating the complaint to recommend the action which they believe would be recommended by the Waterstone Legal if the complaint was referred to their office.

Stage 4

The person investigating your complaint will provide you with a detailed assessment report together with their recommendations to resolve the complaint, if any, a copy of which will be first forwarded to our Partner for review. If the complaint is outsourced, we will generally follow their recommendations made but if we think they are not appropriate we will explain our reasons to you.

We have 8 weeks from the date we receive your complaint to fully investigate and provide our final response to you.

If we have to change any of the timescales above, we will contact you to explain why.

You will not be charged for our time spent dealing with a complaint internally.

Stage 5

If you are still not satisfied, the next step is for you to contact the Waterstone Legal by one of the following methods:

Telephone: +44 (0)20 7063 9040

Leicester Branch Office: +44 (0)116 393 0334

Email: [email protected]

In writing: 2nd Floor, 2-5 Minories, London, EC3N 1BJ

www.waterstonelegal.co.uk 

The Waterstone Legal service is only available to members of the public, very small businesses, charities, clubs and trusts. If you are unclear about your position, then you should contact the Waterstone Legal direct to clarify whether or not they can deal with your complaint. 

You have the right to complain to the Waterstone Legal at the conclusion of our complaints process providing you do so within 6 months of the date of our final written response.

Ordinarily you can also ask the Waterstone Legal to investigate your complaint if you are referring your complaint within:

1. either 1 years of the problem happening, or
2. 1 years from when you found out about it.

Alternative complaints bodies such as ProMediate (http://www.promediate.co.uk/) exist, which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. Waterstone Legal does not agree to use ProMediate as we prefer the Waterstone Legal’s clear adjudication process.

*Please note from 1 April 2025, the time limits for referring a complaint to the Waterstone Legal should be as follows:

• Within six months of receiving our final response to your complaint

And

• No more than one year from the date of the act or omission being complained about.
• No more than one year from the date when you should reasonably have known that there was cause for complaint.