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Quality of Service & Complaints
Walsh West Estates & Probate Lawyers Ltd

Our aim is to provide you with a high quality service at all times that is efficient and effective. As a client of Walsh West, if at any point you would like to discuss with us how our service could be improved, become unhappy with any aspect of the service you have received, or if you are dissatisfied with the service that you are receiving we need you to tell us about it immediately so we can do our best to put things right.

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Quality of service and Complaints Procedures

 

We aim to provide a high quality of service that is efficient and effective. As a client of Walsh West, if at any point you would like to discuss with us how our service could be improved, become unhappy with any aspect of the service you have received, or if you are dissatisfied with the service that you are receiving we need you to tell us about it immediately so we can do our best to put things right.

In the first instance, please raise any concerns or queries directly with the person handling your work, you can contact your case manager by email or by phone, or via our main line on 0203 488 7503.

Alternatively please let us know your concerns by contacting our Client Care Team on welcome@walshwestcca.com or by post to our offices at: Walsh West, Warlies Park House, Horseshoe Hill, Upshire, Waltham Abbey, Essex, EN9 3SL

 

If you prefer you may ask to speak to our Managing Director Ms Emma Walsh who will be happy to discuss and hopefully resolve your concerns.

After this, if you remain dissatisfied and would like to make a formal complaint, please detail the nature of your complaint in writing and send it to us at:

Warlies Park House, Horseshoe Hill, Upshire, Waltham Abbey, Essex, EN9 3SL

Please mark your letter for the urgent attention of the Managing Director, Ms Emma Walsh.

 

Formal Complaints Procedure

 

We undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you.

Where a complaint is received, we will investigate it. We aim to deal with complaints promptly, fairly, openly and effectively to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall seek to resolve complaints at the earliest opportunity with the aim of doing so within 8 weeks of receipt.

Where a complaint is made verbally; we will respond with a letter of acknowledgement stating our understanding as to the nature of the complaint being made for confirmation of the complainant in writing to the accuracy of that statement

Complaints will be investigated by a person with sufficient experience, seniority and competence who, where possible, is not directly involved in the particular omission or act giving rise to the complaint.

Any appropriate remedial action will be taken promptly in good time.

 

Timescale

1/ Initially responding to complaints

Once received by our Managing Director, we will acknowledge your complaint promptly in writing, generally within five (5) business days, and will include written details of our complaints handling procedures.

Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation.

 

2 / Investigation of complaints

Following receipt of your complaint it will be recorded in our central complaints register and on your client file. Your complaint will be reviewed by Ms E Walsh within ten (10) business days

At this point you will be contacted so that aspects of your complaint can be talked through with you. We will endeavour to do this within twenty eight (28) business days of receiving your complaint.

Following such a discussion or where you decline such a meeting, we will provide you with a final written response to  your complaint detailing our findings and our proposed actions.

 

3 / Final or other response within 8 weeks

Within 8 weeks of receipt of a complaint, we will either send:

(i) a final response which upholds the complaint and, where appropriate, offers redress or rejects the complaint and gives reasons for doing so; or

(ii) a response explaining that we are not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response. 

 

What to do if we cannot resolve your complaint

 

If we do not answer your complaint to your satisfaction: you may take up the matter with our regulatory body:

Where a complaint is not fully remedied;

If the matter is in relation to Accounting and Taxation matters you may take up the matter with the Association of Chartered Certified Accountants. This should be done promptly and in any event no later than 6 months after exhausting our procedures

The Association of Chartered Certified Accountants

Alternative Dispute Resolution ADR

Should ACCA consider a complaint appropriate for conciliation, it is competent to offer alternative dispute resolution through its Conciliation Service. ACCA’s website address is www.accaglobal.com . Please note that, under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) conciliation process we are not obliged to submit to ACCA’s conciliation process.

If the matter is in relation to Accounting and Taxation you may take up the matter with the Association of Chartered Certified Accountants. This should be done promptly and in any event no later than 6 months after exhausting our procedures

The Association of Chartered Certified Accountants

Tel: 0141 582 2000  / www.accaglobal.com

 

CILEx Regulation, Legal matters

The Legal Ombudsman

Where we are unable to settle your complaint via our internal complaints process, for all legal matters you have a right to complain to the Legal Ombudsman. The Legal Ombudsman is an independent complaints body, established under the Legal Services Act 2007, which deal with legal services complaints. You can file a complaint to the Legal ombudsman within six months from the date of our final decision under our own internal complaint’s procedure.

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

      and

  • 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.

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

Further information relating to the Legal Ombudsman can be found on their website at www.legalombudsman.org.uk. Their contact details are:

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Telephone: 0300 555 0333

Email address: enquiries@legalombudsman.org.uk

 

 

Other Ombudsman services such as, Pro Mediate and Small Claims Mediation exist, which are competent to deal with complaints about legal services, should we both agree to use such a scheme.

 

CILEx Regulation

 

Where your complaint relates to the misconduct of a CILEX Practitioner (ACCA-Probate) you can refer your complaint free of charge to CILEx Regulation for them to investigate. Misconduct complaints must be made within 12 months of the act or omission that gave rise to the complaint or within 12 months of the complainant having knowledge of the act or omission that gave rise to the complaint, whichever is greater.

You can contact CILEx Regulation at Kempston Manor, Kempston, Bedford. MK42 7AB. Telephone: 01234 845770 Email: info@cilexregulation.org.uk. www.cilex.org.uk

CILEx Regulation will investigate free of charge, any allegations of misconduct made against members of CILEx, CILEx Authorised Practitioners. Complaints of this type must be made within 12 months of the event that gave rise to the complaint or within 12 months of the complainant having knowledge of the events, whichever is the greater.

 

FORMAL COMPLAINTS PROCESS SUMMARY

  1. Once received by our Managing Director, we will acknowledge your complaint promptly in writing, generally within 5 business days, and will include written details of our complaints handling procedures.

  2. Your complaint will be recorded in our central complaints register and on your client file.

  3. Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation.

  4. Your complaint will be reviewed within 10 business days

  5. You will be contacted to talk through your complaint with you. We will endeavour to do this within twenty eight (28) business days of receiving your complaint.

  6. Your complaint will be investigated and you will receive a formal written response no later than 8 weeks from the date of receipt of your complaint.

  7. Following receipt of our final response, or if in the unlikely event we have not provided you with a final written response to your complaint within 8 weeks, if you are still dissatisfied you can refer your complaint to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007. You can write to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ. Alternatively, you can contact them by telephone on 0300 555 0333.

  8. Please note that before contacting the Legal Ombudsman, you must usually allow us up to eight weeks to resolve your complaint. If you do wish to involve the Legal Ombudsman, its time limits for accepting a complaint are six years from the date of the act/omission, or three years from when you should reasonably have known there was cause for complaint. In addition, you must raise your concerns with the Legal Ombudsman within six months of receiving our final response to your complaint;

  9. Alternative complaints bodies such as Ombudsman services, Pro Mediate and Small Claims Mediation exist, which are competent to deal with complaints about legal services, should we both agree to use such a scheme.

 

CILEx Regulation will investigate free of charge, any allegations of misconduct made against members of CILEx, and CILEx Authorised Practitioners (ACCA-Probate). Complaints of this type must be made within 12 months of the event that gave rise to the complaint or within 12 months of the complainant having knowledge of the events, whichever is the greater. You can contact CILEx Regulation at Kempston Manor, Kempston, Bedford. MK42 7AB. Telephone: 01234 845770 Email: info@cilexregulation.org.uk.

Walsh West Estates & Probate Lawyers is authorised and regulated by CILEx Regulation to provide probate legal services. If we carry out both: probate or letters of administration work, and estate administration work, we are authorised and regulated by CILEx Regulation for the part of the work relating to probate or letters of administration work. The estate administration work is carried out by the accountancy firm Walsh West Chartered Certified Accountants which is authorised and regulated by ACCA. You can talk to us if you need more information about this.

 

We have Professional Indemnity Insurance (PII) which covers all work that we provide. This insurance ensures that you do not lose out financially in the unlikely event that the firm makes a mistake.

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