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 1st April 2025
To deal fairly, properly and responsibly with anyone wishing to make a complaint. We will ensure that if you wish to make a complaint:
There are no unreasonable barriers to doing so
That your complaint is dealt with promptly and treated seriously
We will deal with your complaint in a manner that is fair and consistent with the way in which we have dealt with other complaints.
We will learn from any mistakes that we make and put in place processes to prevent recurrence.
If our recoveries department is in contact with you about a debt you owe to one of our clients and you wish to make a complaint about any aspect of the debt recovery process or a member of the team, you may contact:
Recoveries Department Complaints
Wilkin Chapman Rollits
Cartergate House
26 Chantry Lane
Grimsby
DN31 2LJ
Email: [email protected]
Telephone: 01472 262626 and ask for Recoveries Department Complaints.
You don’t have the right to go to the Legal Ombudsman, but you can contact the Solicitors Regulation Authority (SRA) if you think we have failed to comply with the SRA Code of Conduct. There is no time limit for reporting concerns to the SRA, but it is a good idea to report your concerns as soon as possible.
Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Telephone: 0870 66 2555
Email: [email protected]
If you are a customer, you may have the right to refer your complaint to the Financial Ombudsman Service. However, you must do so within six months of our final letter.
Wilkin Chapman Rollits will send you a letter or email acknowledging your complaint within five working days of receiving it
Your complaint will be recorded in the recoveries department complaints register
Your complaint will be referred to the complaints team who will ascertain the facts as quickly as possible and seek additional information from you as required
The complaints team will investigate and respond promptly to your complaint but in any case, within eight weeks of sending you an acknowledgement letter or email
The complaints team will keep you aware of the steps that are being taken to investigate your complaint and if for any reason it will take longer than eight weeks to respond, you will be informed of the reasons for this and will be given a revised time estimate
If the complaints team concludes that a complaint is unjustified, then they will provide you with (in writing) a full and clear explanation of the reasons for that conclusion
If it is concluded that an error has been made or that the activities in question have fallen below a reasonable standard, then in so far as possible the error will be rectified as soon as possible, and you will be offered an apology.
In appropriate circumstances where the complaint refers directly to the actions of the legal executive it may be considered appropriate for the complaint to be reviewed by a partner in the firm who will review the complaint and respond accordingly and in accordance with the policy as set out above.
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
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 need this information in another language or in large print, Braille or an audio CD, please get in touch.
A copy of our complaint’s procedure is available on request and can be found on our website.