Please note, our offices will close at 5pm on Thursday 17th April and will re-open at 9am on Tuesday 22nd April for the bank holiday.
*Last updated 01 April 2025
We are committed to providing a high quality and professional service to all our clients. Please tell us as soon possible if you feel we have not met these standards. We will:
Look into your complaint promptly, deal with it fairly and put things right if something has gone wrong
Make sure that we learn from any mistakes we may have made and take action to help prevent them in future
Not charge you for investigating your complaint
Making a complaint will not normally affect any work we are carrying out for you.
If you are unhappy with any aspect of our service, including your bill, you should contact the person who is working on your case as soon as you are aware that there is a problem. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter. Their details can be found on your engagement letter. If they are unable to resolve your problem, you should write to or email:
The Complaints Partner
Wilkin Chapman Rollits
Cartergate House
26 Chantry Lane
Grimsby
DN31 2LJ
To help us understand your complaint, if you could please provide the following information:
Your full name and contact details
Your reference number if you know it (this can usually be found in the top left-hand corner of letters that we send to you
What issues you would like us to address
Email: [email protected]
We will open a file for your complaint and send you a letter or email acknowledging your complaint within three working days of receiving it. That acknowledgement will provide a copy of our firm’s complaint procedure which sets out what happens next
Your complaint will be recorded on a register of complaints
We will investigate and respond promptly to your complaint but in any case, within eight weeks of sending you an acknowledgement letter or email. We will do this by reviewing your complaint as well as your file and relevant documents. We will also liaise with the person who is dealing with your matter
If we think we have provided poor service, we will tell you and offer a suitable remedy along with an explanation of what went wrong. If we think there was no poor service, we will explain why. We will not normally consider a complaint about a problem which took place over six months ago.
The Legal Ombudsman
If you remain unhappy with our response to your complaint, then you can have your complaint independently looked at by the Legal Ombudsman. They investigate complaints about service issues with lawyers. The Legal Ombudsman will expect you to have given us chance to resolve your complaint before it will get involved. The Legal Ombudsman’s service is also free of charge.
Please note that the Legal Ombudsman service is not available to a business (other than a micro-enterprise as defined by the European Union), a charity or club/association/organisation that has an annual income net of tax of more than £1 million or a trustee of a trust that has an asset value of more than £1 million.
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Switchboard: 0300 555 0333 Monday to Friday from 9am to 4pm
Email: [email protected]
Website: www.legalombudsman.org.uk
Calls to the Legal Ombudsman are recorded and may be used for training and monitoring purposes. Calls to 03 numbers cost no more than calls to 01 or 02 numbers from mobiles and landlines.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
Under sections 70, 71 and 72 of the Solicitors Act 1974 you have a right to an assessment of your bill by an Officer of the Court.
If all or part of the bill remains unpaid, we have the right to charge interest on it
The Legal Ombudsman may not deal with a complaint about your bill if you have already applied for an assessment by the Court
Solicitors Regulation Authority
The Solicitors Regulation Authority can help you 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, disability or other characteristic. Please see below for their address and contact details.
Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Telephone: 0870 66 2555
Email: [email protected]
We are committed to dealing with all complaints professionally, fairly and impartially. We also have a duty to protect the safety and welfare of our staff against unreasonable or persistent behaviour.
Unreasonable behaviour is where the frequency or nature of your contact with us takes up unjustifiable time and resources or if you are offensive, threatening or abusive. Behaviours which we consider to be unreasonable and unacceptable Include:
Making unnecessarily excessive demands on the time and resources of our staff while your complaint is being investigated. This includes excessive telephoning, the sending of numerous emails, writing long and complex letters frequently and expecting an immediate response
Repeatedly raising issues which have already been addressed in a response to an earlier complaint
Refusing to specify the grounds of a complaint or to co-operate with the complaint’s procedure
Changing the basis of the complaint and introducing irrelevant information
Recording meetings or conversations without the prior knowledge of the persons involved
Using bullying, physical or psychological threats as a means to influence the person(s) handling the complaint.
If we consider your behaviour to be unacceptable, we will write to you and tell you. We may decide to restrict contact between you and us:
To a nominated person only
By requiring communication by letter only OR
By ceasing contact altogether
If we think your behaviour towards us in a telephone call is unacceptable, we may end the call without notice.
If you require a copy of this policy in another language or other format, please get in touch. We will do all that we can to ensure that the information is accessible to you.