Complaints Procedure
We are committed to providing a high‑quality legal service. If you are unhappy with any aspect of our service, you have the right to complain.
Complaints may be made in writing or verbally. While we prefer complaints to be put in writing so that we can investigate them fully, verbal complaints will still be treated as formal complaints and dealt with under this procedure. Your complaint should be directed to:
Joseph Norton, Managing Partner
NBB Waldrons
Capstan House
The Waterfront
Merry Hill
West Midlands
DY5 1XL
joseph.norton@nbbwaldrons.co.uk
Tel: 0333 016 1100
All complaints are handled fairly and promptly by our Compliance Team. Where appropriate, and to ensure independence, we may refer your complaint to an independent legal compliance adviser to assist with the investigation.
Our Timescales
- We will acknowledge your complaint within 7 days of receiving it.
- We will aim to provide a full written response within 8 weeks.
- If we need more time, we will keep you informed and explain why.
You will be given information about our complaints process at the outset of our investigation, and our conclusions will be confirmed in writing.
Legal Ombudsman
If you’re still unhappy after our final response, you can ask the Legal Ombudsman to look at your complaint. You need to do this within six months of our final response.
There’s also a longer time limit of one year from when the issue happened, or from when you realised there was a problem.
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk
We will remind you of your right to contact the Legal Ombudsman when we send our final response.