Complaints Regarding Brewer Wallace Solicitors (Brewer Wallace Limited)

We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.

Initial concerns

In most cases, an informal chat with the file handler responsible for your matter will resolve your concerns.

If it does not, you can formalise your complaint or speak to someone other than the file handler responsible for your matter. Our designated compliance and complaints manager (Sean Gordon) can record everything you are unhappy about and recommend the best solution for you. You can contact Sean Gordon at sg@brewerwallace.co.uk .

What we need to know

To deal with your complaint efficiently, it would be helpful when contacting us if you could provide the following information:

  • Your name, contact details and preferred contact method
  • File reference number
  • Details of your concerns
  • How you would like us to put things right

What will happen next?

  1. If you telephone us, we will endeavour to resolve the issue in that call.
  2. If you email or write to us, or if your complaint cannot be resolved in a phone call, we will acknowledge receipt of your complaint in writing within 5 working days of receiving it.
  3. We will then investigate your complaint. This will normally involve our compliance and complaints manager reviewing your file and speaking to any relevant members of staff about the issues identified.
  4. When we have finished our investigation, we will aim to write to you with a full response within:

–           28 days of receiving your original written complaint; or (if later)

–           within 14 days of our receipt of any additional information that we have asked you for.

  1. The full response will state whether we uphold your complaint. If we require more time to investigate the matter, we will let you know and confirm when we expect to provide the full response.
  2. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the response to be reviewed by a director of Brewer Wallace Solicitors who has had no prior involvement in the matter being complained of.
  3. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  4. If we have to change any of these timescales, we will let you know and explain why.
  5. If you are still not satisfied, you can contact the Legal Ombudsman, whose contact details are as follows :

                                Website: www.legalombudsman.org.uk

                                Tel: 0300 555 0333 between 9am to 5pm.

                                Email: enquiries@legalombudsman.org.uk

                                Post : Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

     10. The Legal Ombudsman will usually require that you have tried to resolve your complaint with us, before they will agree to investigate it.

           Their standard deadlines for investigating complaints are:

  • within 6 months of receiving a final response letter from a solicitor, and
  • no more than 6 years from the date of the act or omission being complained about; or
  • no more than 3 years from when a person knew, or ought reasonably to have known, that they had a cause for complaint.

11. We will not usually agree to a complaint being referred to a certified provider alternative dispute resolution.

[Download the Brewer Wallace Solicitors Complaints Procedure here ]

Complaints Regarding Brewer Wallace Notaries Limited

  1. In respect of their Notarial work, Kevin Ogle and Graham Nettleton (Notaries Public and Directors of Brewer Wallace Notaries Limited) are regulated by the Faculty Office of the Archbishop of Canterbury:

The Faculty Office
1, The Sanctuary
Westminster
London
SW1P 3JT

Telephone: 020 7222 5381
Email: faculty.office@1thesanctuary.com
Website: www.facultyoffice.org.uk

  1. If you are dissatisfied about the Notarial service which you have received please do not hesitate to contact Kevin Ogle or Graham Nettleton direct.
  2. If they are unable to resolve the matter you may then complain to The Notaries Society of which Kevin Ogle and Graham Nettleton are members, who have a Complaints Procedure which is approved by the Faculty Office.   This procedure is free to use and is designed to provide a quick resolution to any dispute.
  3. In that case please write (but do not enclose any original documents) with full details of your complaint to:

The Secretary of The Notaries Society, Old Church Chambers
23 Sandhill Road, St James,
Northampton
NN5 5LH

Tel: 01604 758908
Email: secretary@thenotariessociety.org.uk
Website:  www.thenotariessociety.org.uk

If you have any difficulty making a complaint in writing, please do not hesitate to call The Notaries Society for assistance.

  1. Finally, even if you have your complaint considered under the Complaints Procedure, you may at the end of that procedure or after a period of eight weeks from the date you first notified Kevin Ogle or Graham Nettleton that you were dissatisfied, make your complaint to the Legal Ombudsman, if you are not happy with the result:

Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ

Tel : 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

  1. If you decide to make a complaint to the Legal Ombudsman, you must refer your matter to the Legal Ombudsman within six months from the conclusion of the complaint process.