Your Right to Complain

As part of our commitment to customer satisfaction, GWlegal has a rigorous complaints procedure that you can access at any time. Please let us know as soon as possible if you have any problems or you would like a copy of our Complaints Procedure.

If you have a complaint about the service you receive from us, at any time, you should raise this with the person responsible for your case. If they cannot resolve the matter then you should speak to the manager of the team.

If, after that, you are dissatisfied with how your complaint has been dealt with, you should contact our Customer Services Manager, Barbara Hillen on 0345 373 3737, by email bhillen@gw.legal or by writing to us. Your complaint will then be dealt with in accordance with our complaints procedure, a copy of which is available on request. Please do not store up any complaints, please raise them straight away.

If still unresolved at this stage, you may take your complaint to the Legal Ombudsman. Normally, you will have to bring your complaint to the Legal Ombudsman within six months of receiving a final response from us about your complaint and six years from the date of the act or omission giving rise to the complaint or alternatively three years from the date you should reasonably have known there are grounds for complaint (if the act/omission took place before 6th October 2010 or was more than six years ago).


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