1. Our commitment
We aim to provide a professional, clear and responsive service. If you are dissatisfied, tell us promptly. Raising a complaint will not affect the way we treat you and there is no charge for using this procedure.
2. What this procedure covers
This procedure covers complaints about legal services, ACSP identity-verification services, fees, communication, delay, conduct and customer service. A request to exercise data-protection rights may also be handled under the Privacy Policy. We will identify the appropriate route if a complaint raises regulatory, data or financial issues.
3. How to complain
Complaints may be raised through the enquiry form on the Contact page, marking the message as a complaint, or in writing to 10 Silas Court, Lockhart Road, Watford, England, WD17 4BQ.
Complaints handler: Mary Wambui Kimani
Please provide your name and contact details, matter/reference number, what happened, relevant dates or people, the effect on you and the outcome you seek. Tell us if you need reasonable adjustments or another format. We will not insist on a written complaint if that creates an accessibility barrier.
4. Our process
We will normally:
- acknowledge the complaint within three working days;
- record it and identify an impartial person to investigate, where practicable someone not directly involved;
- clarify the issues and obtain relevant files, communications and comments;
- provide progress updates if the investigation takes longer than expected;
- issue a reasoned final written response, normally within eight weeks of receiving the complaint; and
- explain any remedy and available escalation route.
We may invite you to discuss the complaint by telephone or meeting, but you do not have to accept. Complex cases or necessary third-party enquiries may take longer; if so, we will explain why and provide a revised date.
5. Possible outcomes
Depending on the findings, we may provide an explanation or apology, correct work where possible, improve our process, offer further work, reduce or refund fees where appropriate, or take another proportionate step. A complaint will not influence the professional judgment required before giving advice or issuing an ILA or ACSP confirmation.
6. Review
If you remain dissatisfied, you may request a review within 14 days of our final response, using the contact routes in section 3. As a sole practice there is no separate reviewer: the complaint will be reconsidered afresh and a review response provided within 21 days. You may instead, or additionally, contact the Legal Ombudsman as set out below.
7. Legal Ombudsman
If the complaint concerns an eligible legal service and we have not resolved it within eight weeks, or you remain dissatisfied after our final response, you may be able to contact the Legal Ombudsman:
Website: https://www.legalombudsman.org.uk/
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Post: PO Box 6167, Slough, SL1 0EH
The usual time limits currently require a complaint to the Legal Ombudsman within one year of the act/omission complained of, or one year from when you should reasonably have known there was cause for complaint, and within six months of our final response. Time limits and eligibility are set by the Legal Ombudsman's scheme rules and may change; check the Ombudsman's website for the current position. The Ombudsman may extend limits in fair and reasonable circumstances.
The Legal Ombudsman generally deals with complaints from individuals, small businesses and other eligible complainants as defined by its scheme rules. It may not cover a standalone non-legal ACSP service; we will make the applicable route clear.
8. Conduct concerns and the SRA
The Legal Ombudsman addresses service complaints. The SRA deals with regulatory or conduct concerns, such as dishonesty, misuse of client money, discrimination or serious breaches of professional rules. Information is available at https://www.sra.org.uk/consumers/problems/report-solicitor/. The SRA does not ordinarily resolve service complaints or award compensation.
9. Data-protection complaints
For concerns about personal information, contact wambui@wkglawadvocates.com. You may also complain to the ICO at https://ico.org.uk/. We would appreciate the opportunity to address the concern first.
10. Companies House / ACSP concerns
Concerns about our ACSP service should first use this procedure. Complaints about Companies House's own service, decisions or records must be directed to Companies House through https://www.gov.uk/government/organisations/companies-house/about/complaints-procedure. This does not restrict any right to report suspected fraud or unlawful conduct to an appropriate authority.
11. Confidentiality and records
We handle complaints confidentially and share information only as necessary to investigate, obtain advice, notify insurers, meet duties or respond to an Ombudsman or regulator. Complaint records are retained for six years, or longer where reasonably required.
12. Learning and non-retaliation
We review complaints for service improvements. No client will be disadvantaged merely for making a complaint in good faith. Abusive, threatening or repetitive communications may be managed proportionately while the substance of a complaint remains addressed.