Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

How to make a complaint

If you have a complaint, please contact Ms Christine Nestor, our Complaints Partner. 

Means of contact are as follows:

By post: 13/14 Liverpool Terrace, Worthing, West Sussex, BN11 1TQ

By email: christine.nestor@gwca.co.uk

By telephone: 01903 234064

We may be able to simply address your complaint by telephone but otherwise we would require you to put your complaint in writing.

What will happen next?

  • We will acknowledge receipt of your complaint within 4 days.
  • We will record your complaint in our central register and open a file for your complaint. 
  • We will ask you to provide (if you have not already) details of your complaint and provide any supporting documentation.
  • We will then start to investigate your complaint.  This will involve the following steps:                       

We will ask the fee earner who acted for you to respond to your complaint

We will examine the transaction file and may ask you or the  fee earner to provide more information

  • We will then provide you with our response to your complaint in writing.  If we consider the complaint to be upheld we will include our apologies and suggestions for resolution.
  • We will endeavour to achieve this within 4 weeks of receipt of your complaint, subject to having sufficient information, access to the file and relevant members of staff. 
  • Please note that delay may be caused by absence of relevant parties as a result of illness, training or booked leave.  Your file may be inaccessible for examination for a period owing to independent auditing.
  • At this stage, if you are still not satisfied you can write to us again.  We will then arrange to review our decision.  This will happen in one of the following ways.

Ms Nestor will review her own decision within 10 days.

We will arrange for someone in the firm who has not been involved in your complaint to review it.  They will do this within 14 days.

We will invite you to agree to independent mediation.

  • We will let you know in writing, the result of the review and confirm our final position on your complaint, explaining our reasons. 

Legal Ombudsman

  • In the absence of a satisfactory conclusion, you can ask the Legal Ombudsman to consider the complaint. 
  • The Legal Ombudsman can be contacted in the following way:

By post: PO Box 6806, Wolverhampton, WV1 9W

By email: enquiries@legalombudsman.org.uk 

By telephone: 0300 555 0333

Website: www.legalombudsman.org.uk.

  • You should complain to the Legal Ombudsman within six months of the end of our complaints process.  In addition, you should be aware that the Legal Ombudsman will not accept your complaint if:

More than six years have elapsed from the date of alleged act/omission giving rise to the complaint, or

More than three years have elapsed from when you should have known about the complaint, or

The date of the alleged act/omission giving rise to the complaint was before 6 October 2010.