We are committed to providing a quality service to our clients. If you have any concerns about our service not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our client experience.

This policy sets out how we deal with formal complaints. If you feel your concerns can be addressed by speaking with the person handling your matter, then you should contact them first.  Please note that doing so is not raising a complaint.  If you do not feel comfortable speaking with the individual handling your matter or they cannot resolve your concern informally you can use the procedure in this policy at any time.

Complaints may relate to anything we have done or failed to do.  This can include the advice we have provided, the quality of service or what we have charged.

Our complaints procedure

  • Please contact us by email at clientexperience@watson-morris.co.uk  or alternatively you can write to us by post to Client Experience, Watson Morris, 314 Midsummer Boulevard, Midsummer Court, Milton Keynes, MK9 2UN.  Your email/letter should set out the full details of your complaint, including what you feel went wrong and what remedy you seek.  You should also enclose all relevant correspondence or documentation to support your complaint.
  • We will acknowledge your complaint within three working days of receipt and provide a copy of this Complaints Policy.
  • We will then start to investigate your complaint, usually by reviewing the file and by talking to the person handling your matter.
  • Where we believe a telephone conversation could assist in resolving your complaint, then within ten working days of receiving your complaint we will write to you to arrange a resolution telephone call.
  • Where we speak with you on the telephone and are unable to resolve your complaint by agreement or where we do not believe a resolution telephone conversation would be appropriate, then within eight weeks of receiving your complaint, we will write to you with our findings and where appropriate suggest a solution or remedy. 
  • We hope that you will be satisfied with our conclusion, but if you do not agree with our proposed resolution or outcome, you may be entitled to complain to the Legal Ombudsman.  The Ombudsman generally expect clients to follow a firm’s internal complaints procedure first. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act of omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. You can find further information about the Legal Ombudsman on their website www.legalombudsman.org.uk.  You can write to the Legal Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or by email on enquiries@legalombudsman.org.uk or call on 0300 555 0333.
  • The Legal Ombudsman deals with service issues. If you are concerned about our conduct or behaviour rather than our service your complaint should be addressed to the Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN, Telephone 0370 606 2555. Please visit https://www.sra.org.uk/. Examples of professional misconduct include dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Last reviewed: 20 January 2025