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Our policies

Complaints Policy

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, and if we agree we will put it right. We do not charge you for investigating complaints, and raising a complaint should not usually delay your case, however, we will tell you if it will.

Complaints must be made by a client, and, should be addressed to:

The Complaints Manager

Winn Solicitors (Scotland) LLP

21 Young Street

Edinburgh

EH2 4HU

Or alternatively please email: complaints@winnscotland.com

What will happen next?

  • We will send you a letter acknowledging your complaint within five days of receipt.
  • We will investigate your complaint by reviewing your file and speaking to relevant staff.
  • If we uphold your complaint we will apologise and tell you how we propose to resolve it. If we have caused any loss we will compensate you.
  • If we do not uphold your complaint we will explain why.
  • We aim to answer your complaint within 21 days of sending you the acknowledgement letter. All complaints should be answered within four weeks.

If you disagree with the outcome of our investigation into your complaint

You should contact us again to explain why you remain unhappy with our response and produce evidence you believe we may have missed and/or explain if you think we have misunderstood. We will then review your comments and write to you within 14 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.

What to do if you are unhappy with our final decision

If your complaint has not been concluded to your satisfaction within 28 days of making the complaint, you can contact the Scottish Legal Complaints Commission at:

Scottish Legal Complaints Commission

10-14 Waterloo Place

Edinburgh

EH1 3EG

You can also contact the Scottish Legal Complaints Commission by email to enquiries@scottishlegalcomplaints.org.uk or by telephone non 0131 201 2130. You may also visit their website at https://www.scottishlegalcomplaints.org.uk

The Scottish Legal Complaints Commission operate strict time limits for accepting complaints. If the complaint or part of it, is about inadequate service we have provided you, the time limit is:

  • If the date from which you were first provided with advice in connection with a specific piece of legal work is on or after 1 April 2017, within three years after the date on which you were last provided with a service in connection with the specific piece of legal work you are complaining about;
  • Otherwise, within one year after the date on which you were last provided with a service in connection with the specific piece of legal work you are complaining about.

The Scottish Legal Complaints Commission will disregard any time it considers that you were excusably unaware of the alleged conduct or inadequate professional service.