At Kirwans we are committed to providing a high quality legal service to all our clients and we hope that you are completely satisfied. However, it is important that you raise any concerns you may have immediately so we can ensure these are addressed and the appropriate course of action is followed. This also assists us in continually improving our standards.

Our Complaints Procedure

If you have a complaint, please contact us with full details in writing for the attention of:

Claire Currie, Complaints Partner
Kirwans
363 Woodchurch Road
Prenton
Wirral
CH42 8PE

Alternatively, you can contact us by email at [email protected].

What will happen next?

1. You will receive an acknowledgement within 14 working days of us receiving your complaint.
2. Your matter will be investigated by the Complaints Partner, Claire Currie, who will liaise with all parties as appropriate.
3. You will receive a detailed written response outlining the outcome of the investigation and any proposed resolution.
4. We are committed to resolving complaints within 8 weeks. If timescales need to change, you will be informed accordingly.
5. If you remain dissatisfied, you may contact the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH. Complaints must be made within one year of the act or omission, or within one year of becoming aware of the issue, and within six months of our final response.

For more information, you can contact the Legal Ombudsman on 0300 555 0333 or visit legalombudsman.org.uk.

Please note that alternative complaints bodies are available, including Ombudsman Services, should both you and our firm agree to use such a scheme. We do not agree to use ADR providers.

The Solicitors Regulation Authority

The Solicitors Regulation Authority can assist if you are concerned about our behaviour. This includes matters such as dishonesty, misuse of client money, or unfair treatment due to age, disability, or other relevant characteristic.

You can raise your concerns directly with the Solicitors Regulation Authority.