Complaints Proecure

We are committed to a high level of service for our clients. When something goes wrong need you to contact us about your concerns.

If you have a complaint you need to contact Mr Grahame Reynolds who is the sole proprietor of G. Reynolds Solicitor. You can write to him at the firm’s address, 20 Stanford Close Ruislip HA4 7RP or by way of email at grahame@greynoldssolicitors.co.uk. We set down below the procedure that will be followed, if there are any changes to this we will advise you in writing as soon as we are able.

1. We will contact you immediately upon receipt of your complaint, we would propose to contact you by way of telephone unless your complaint has indicated a different method. We will offer you the opportunity of attempting to resolve complaint either in the initial telephone conversation, however, if you would like to have a face-to-face meeting we will arrange one soon as we are able.

2. If you prefer not to have a telephone conversation or a face-to-face meeting we shall write to you within 3 working days of receipt of the complaint.

3. Record your complaint in our records section and open a separate file to deal with the matter.

4. Start to investigate the complaint this will normally, though it could vary depending upon the circumstances involved the following steps.

5. Review the file that is the subject matter of the complaint, we will endeavour to process this within 5 working days of receiving your complaint unless we advise you and explain why a longer period is required (for example retrieving papers from a storage facility).

6. Respond to all aspects of your complaint in detail, to include proposals for resolving the issues raised and invite you to accept the proposal alternatively to advise us as to what further information you require and how you would like to be complaint to be resolved.

7. Though, we will endeavour to reach a satisfactory conclusion for both sides if this is not possible we will invite you to accept that we contact our Local Law Society to appoint a firm of solicitors to independently review the matter. We will provide you with further details of this if this option is chosen. We will provide this option within 10 working days of being advised that you are not able to accept the proposal to resolve the matter.

8. If you are not satisfied with the above you are entitled to take the matter either:

The Legal Ombudsman
PO Box 6806
Wolverhampton, WV1 9WJ

Any complaint to the Legal Ombudsman must normally be made within 6 months of our final response to you. If you require any further information as to how the Legal Ombudsman deals with matters please contact them on 0300 555 0333. Email: enquiries@legalombudsman.org.uk.

In addition you have the right to apply to the Ombudsman no more than six years from the date of act/omission; or no more than three years from when you should reasonably have known there was cause for complaint.

You may also care to contact our regulatory body the Solicitors Regulation Authority (SRA). This could be if you are concerned about our professional conduct such as, for things as, dishonesty, deliberately overcharging, or treating you unfairly due to a characteristic such as sex or disability.

You can contact the SRA at:

The Cube
166 Wharside Street
Birmingham BR1 1RN

Tel: 0370 606 255

We will cooperate with whomever you wish to contact on the matter and in this we can provide a reason why we are unable to comply deal with their requests within the timescale they have set down.

In conclusion would like to assure you that it is our wish to resolve any concern or complaint you have as quickly as possible.