At Ware & Kay it is extremely important to us that we provide you with an excellent service. Although we always try to ensure your complete satisfaction we also recognise that on rare occasions there may be cause for complaint. At Ware & Kay we seek to ensure that we deal with any complaint in an open and objective way and to learn from it. 

If at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and/or the head of the relevant department and we will do our best to resolve any issues at this stage.

If you would like to make a formal complaint then you can access our full complaints procedure here.

We will pass your complaint to Ms Johanne Spittle, our Client Services Director.

If Ms Spittle was involved in the matter, the complaint will be passed to:-

• Mrs Emma Elwess, our Alternative Client Services Director (Malton) or
• Mr David Hyams, our Alternative Client Services Director (York).

What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from solicitors.

Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint and
• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman please contact them:

• Visit legalombudsman.org.uk
• Call 03005550333 between 9am to 5pm.
• Email enquiries@legalombudsman.org.uk
• Legal Ombudsman PO Box 6806, Wolverhampton, WV19WJ