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Terms and Policies | Youngs

Complaints

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint about the service provided to you or a bill you have received, please contact us with the details. Should your query relate to a bill, you must inform us within a month of receipt.

What will happen next?
  1. We will send you a letter acknowledging receipt of your complaint within five working days of receiving it.
  2. We will then investigate your complaint. This will normally involve reviewing your matter file and speaking to the member of staff who acted for you.
  3. We will then either:-
    1. invite you to a meeting to discuss, and hopefully resolve, your complaint. We will do this within 14 days of sending you the acknowledgement letter. Within 3 days of the meeting we will then write to you to confirm what took place, along with any solutions agreed OR
    2. send you a detailed written response to your complaint to include suggestions for resolving the matter. We will do this within 21 days of sending you the acknowledgement letter.
  4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another senior member within the firm, who is unconnected with your matter, to review the decision.
  5. We will contact you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  6. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.

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Terms and Policies | Youngs

Coronavirus Update

In light of the ongoing COVID-19 pandemic, we wish to reassure our clients that we remain available to you during this challenging period and we are as committed as ever to providing an exceptional level of service you have come to expect from Youngs.

Whilst we have taken all necessary steps to ensure that we are accessible to our clients – whether this is from our office base or via telephone and other forms of communication such as email, text, WhatsApp – the safety and wellbeing of our colleagues and clients are our priority. For that reason, our offices are closed to all but essential visitors.

If you already have an appointment at our offices or have otherwise made arrangements to visit our offices, please ring the contact number you have been given or our main telephone number 033 33 582 582 for admittance.

If you do not already have an appointment and wish to speak to a member of staff, please telephone either the number you have been given or our main telephone number 033 33 582 582 for assistance.

If you have been asked to bring documents to the offices, these can be posted through the letterbox located at the front door where they will be collected and handed to the relevant person.

We thank you for your understanding and patience.