If at any time you have any queries or concerns on any aspect of a matter, then please do not hesitate to contact the Supervising Director. If this does not resolve the matter to your satisfaction, or you would prefer not to speak to the Supervising Director, then please feel free to contact our Client Care Director, Nigel Kushner at nigel.kushner@wlegal.co.uk. We operate an internal complaint handling system to help us resolve the matter between ourselves, and will always try to address any problem quickly.

A complaint can be made to the SRA if it relates to the professional conduct of W Legal or any of its Partners and employees. Further information is available on the SRA’s website (https://www.sra.org.uk/consumers/) The SRA can be contacted by telephone (0370 606 2555), by email (reports@sra.org.uk) or by post (SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN).

If the matter is still not resolved at the conclusion of our complaints process, you may be entitled to ask the Legal Ombudsman of England and Wales to consider your complaint. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of a firm’s complaints process.

The Legal Ombudsman’s services are available to all members of the public, certain small businesses, charities, clubs, societies, associations and trusts. Details of how to contact the Legal Ombudsman and further information, including the eligibility criteria for invoking its services, can be found at www.legalombudsman.org.uk.

You have a right to challenge or complain about a bill. If all or part of a bill remains unpaid, we may be entitled to charge interest on the outstanding amount unless a client has raised an unresolved bona fide query.