Complaints

Complaints

At Watkins Solicitors, we take complaints seriously and see them as an important opportunity to listen, put things right where we can, and improve our service.

Raising a complaint will not affect how we act for you, and there is no charge for making a complaint. This page explains how to raise a concern, what will happen next, and what options are available if you remain unhappy.

Who to contact

In the first instance, it may be helpful to contact an advisor who is working on your case to discuss your concerns, and we will do our best to resolve any issues. If you still have queries or concerns, please contact Beverley Watkins, Managing Partner.

You can send your complaint by email to: info@watkinssolicitors.co.uk

Please include “For the Attention of Beverley Watkins, Managing Partner - Complaint” in the subject line.

Or write to us at:
Watkins Solicitors
192 North Street
Bedminster
Bristol BS3 1JF

If you would prefer to speak to someone first, you can call 0117 939 0350 and ask for your message to be passed to Beverley Watkins.

If you require any reasonable adjustments to raise your complaint, for example due to disability, language needs, or health concerns, please let us know. We will do our best to support you.

What to include

To help us investigate your complaint promptly and fairly, it is helpful if you can include:

  • Your full name and contact details
  • The name of the person who acted for you, if known
  • Your file reference number, if you have it
  • A brief summary of what you are unhappy about and when it happened
  • What you would like to happen to resolve the matter

You can raise a complaint by email, letter, telephone, or in a meeting. We recommend setting out the details in writing where possible, as this helps avoid misunderstandings, but this is not required.

Our complaints process and timescales

  • Step 1: Raising your complaint. Please contact us using the details above. We will confirm who is dealing with your complaint.
  • Step 2: Acknowledgement. Beverley Watkins (or an appointed member of the team) will acknowledge your complaint within five working days and explain the next steps.
  • Step 3: Investigation. We will review your file and speak to the staff involved within ten working days of acknowledging your complaint. If the investigation cannot be completed within this timeframe, we will write to you explaining why and provide a revised timescale.
  • Step 4: Our response. Where appropriate, we may invite you to discuss the issues raised by meeting, video call or telephone, depending on your preference. This will usually take place within ten working days of concluding our investigation. Following any discussion, we will write to you within five working days to confirm what was agreed and any proposed resolution. If a discussion is not required, or you would prefer to correspond in writing, we will send a detailed written response within fifteen working days of concluding our investigation. This will set out our findings and any steps we propose to resolve your complaint.
  • Step 5: Review if you remain unhappy. If you are not satisfied with our response, please contact Beverley Watkins again. We will review the matter and, where appropriate, another Partner (or member of the team) may carry out that review.

We will write to you within ten working days of receiving your request, confirming the firm’s final position and any final offer of redress.

Legal Ombudsman

You must give us the opportunity to deal with your complaint first. We are allowed up to eight weeks to resolve your complaint.

If we have not resolved your complaint within that time, or if you have received our final response and remain unhappy, you may be able to refer your complaint to the Legal Ombudsman.

Time limits usually apply. In summary, a complaint to the Legal Ombudsman must usually be made:

  • Within six months of the date of our final written response, and
  • Within one year of the act or omission complained about, or one year from when you should reasonably have known there were grounds for complaint

Legal Ombudsman contact details:

Telephone: 0300 555 0333
Address: PO Box 6167, Slough SL1 0EH
Website: legalombudsman.org.uk

Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) regulates solicitors and law firms. The SRA can help where there are concerns about professional conduct, such as dishonesty, serious misconduct, or discrimination.

The SRA does not deal with complaints about poor service. Service complaints are usually handled by the Legal Ombudsman.

SRA contact details:

Telephone: 0370 606 2555
Address: The Cube, 199 Wharfside Street, Birmingham B1 1RN
Website: sra.org.uk (search “report a solicitor”)

Our commitment to you

We understand that raising a complaint can feel difficult, particularly when you may already be dealing with a stressful situation. We will treat you with courtesy, take your concerns seriously, and keep you informed throughout the process.