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Legal Notices

Wright & Co is registered as a sole principal practice with the Solicitors Regulation Authority (SRA) in England and Wales with registration number 78980. The registered sole principal is Graham Wright LLB (Hons) and our office is at The Leys 2C Leyton Road Harpenden Hertfordshire AL5 2TL. 

Wright Tamana-Sugden is a partnership regulated by the SRA in England and Wales with registration number 200946. The registered address is at The Leys, 2C Leyton Road, Harpenden, Hertfordshire AL5 2TL. Wright Tamana-Sugden acts for institutional lenders in mortgage transactions. 

The SRA Code of Conduct for Solicitors can be inspected here. We comply with the Provision of Service Regulations 2009 by displaying the required details of the firm’s Professional Indemnity Insurance in our office. Find out more here.

Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case.

1 Any complaint should be made in writing and addressed to Graham Wright, marked ‘Private and Confidential’. Normally a hard copy letter rather than an email would be preferred. Alternatively, a face-to-face meeting can be arranged. Any complaint will be treated seriously.

2 Detailed notes of any conversation will be retained.

3 If a written complaint is received the letter will be acknowledged within two working days. The complaint will be fully considered and investigated, following which a report will be sent to you advising as to whether the complaint is accepted as justified and, if so, what remedial action is proposed. 

4 Normally we would expect to respond with a report within 10 working days of receiving a written complaint. If any further information is required, we would expect to request this within 48 hours of receiving the written complaint and then respond with a report within 10 working days of receiving the information requested.

5 If the proposed remedial action is acceptable, the matter is settled.

6 If the proposed remedial action is not acceptable, the matter can be looked at again to see if there is any possibility of a counter proposal being accepted by the firm.

7 If required, we can try and arrange independent mediation by a solicitor nominated by the Hertfordshire Sole Practitioners Group. However this may not be possible.

8 If you are unhappy with the action taken at any stage you can refer the matter to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007 that deals with complaints about legal services. The address and contact details for The Legal Ombudsman are:

Visit: www.legalombudsman.org.uk

Phone: 0300 555 0333 between 9.00 to 17.00

Email: enquiries@legalombudsman.org.uk

Write: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

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.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Further help

If you require further assistance, please contact the Professional Ethics helpline.