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Complaints Policy

At Winside & Freeman, we are committed to delivering a high-quality legal service to all our clients. If something goes wrong, we value your feedback and want to hear about it, as this helps us continuously improve our standards.

This Complaint Policy outlines how we collect, use, and protect your personal data.

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Our Complaints Procedure

If you have a complaint, please contact Tayo Arowojolu, our Client Care Principal. You can write to him at our London office. If your complaint concerns a matter handled by Mr. Arowojolu, he will refer it to an appropriate colleague.

What to Expect Next

  1. Acknowledgment: Within two days of receiving your complaint, we will send you a letter acknowledging receipt and asking for any additional details. We will also inform you of the name of the person handling your complaint.

  2. Complaint Record: We will log your complaint in our central register and open a file for it within one day of receipt.

  3. Confirmation of Next Steps: Once we receive your response to our acknowledgment, we will confirm what will happen next within three days.

  4. Investigation: We will then begin investigating your complaint, which may involve:

    • Requesting a response from the staff member involved within five days.

    • Reviewing their response along with your complaint file.

    • Seeking further information if necessary within three days of receiving the response.

  5. Meeting Invitation: We will invite you to meet with our Client Care Principal to discuss and hopefully resolve the complaint within three days of completing the investigation.

  6. Follow-Up After Meeting: Within two days of the meeting, we will send a written summary of the discussion and any agreed resolutions.

  7. If a Meeting is Not Possible: Should you choose not to meet or if a meeting is not feasible, we will send a detailed written response within five days of completing the investigation, including our suggestions for resolving the matter.

  8. Further Review: If you remain unsatisfied, you may request a further review. This will occur as follows:

    • Mr. Arowojolu will review his decision within five days, or

    • Another team member not involved in your complaint will review it within 10 days, or

    • We may ask our local Law Society or invite you to independent mediation, for which we will inform you of the timeline.

  9. Final Response: After the review, we will provide the outcome within five days, confirming our final position and explaining our reasons. If you remain dissatisfied, you may contact the Legal Ombudsman at enquiries@legalombudsman.org.uk, by post at PO Box 6806, Wolverhampton, WV1 9WJ, or by phone at 0300 555 0333.

    All timeframes refer to business days when our office is open. If adjustments to these timelines are required, we will inform you and explain the reason.

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