Complaints Procedure

Although we work hard to provide the best possible service, sometimes things go wrong. If you are dissatisfied about any aspect of the handling of your case by a member of this Firm, we want you to tell us.

If you want to complain please:
a) Speak to the person concerned.
b) If that person cannot help or you would rather talk to someone else ask to speak to Mr. Willoughby.

We will try to sort out your complaint there and then. However, if you want to complain, please undertake the following steps as soon as possible. Any delay may prejudice the investigation of your complaint. Making a complaint will not affect how we handle your case.

Steps to be Taken Concerning your Complaint

1. Please write or telephone within fourteen days to Mr Willoughby of CW Booth & Co., 5-7 Cockton Hill Road, Bishop Auckland, Co. Durham, DL14 6EN (telephone 01388 606660; Fax: 01388 604898) giving as much detail about your complaint as possible, for example; dates, events and names of persons involved.

2. Your complaint will be acknowledged within two working days and a detailed response given within ten working days from the date we receive your complaint.

3. If you are still not satisfied, then we would suggest that you arrange an appointment at a mutually convenient time to have a discussion with the person handling your complaint at this office in order to see whether we may be able to resolve your complaint.

4. If this does not resolve your complaint, then we would suggest that you arrange an appointment at a mutually convenient time to have a discussion with a partner not previously involved in the complaint.

All complaints will be treated openly and fairly, so please give us the opportunity to put things right.

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, a disability or other characteristic.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint
  • No more than six years from the date of the act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.


Call: 0300 555 0333 between 9am and 5pm


By post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

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