We are committed to providing a high-quality legal service to all our clients. When something goes w

Complaints Procedure

Complaints Handling Policy

We are committed to providing a high-quality legal process and service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.


If you have a complaint, please contact UTILITY WORKS LTD with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.


What will happen next? 


  1. We will send you a letter acknowledging receipt  of your complaint within three days of receiving it, enclosing a copy of this procedure. 
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Managing Director, Peter Crozier who will review your matter file and speak to the member of staff who acted for you. 
  3. Peter Crozier will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter. 
  4. Within three days of the meeting, Peter Crozier will write to you to confirm what took place and any solutions he has agreed with you. 
  5. If you do not want a meeting or it is not  possible, Peter Crozier will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director or someone unconnected with the matter at UTILITY WORKS LTD or, for a sole practitioner to review his/her own decision or appropriate alternative such as review by another local solicitor or mediation to review the decision. 
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. 


Further Information

If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. 


Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). 


For further information, you should contact the Legal Ombudsman on Telephone 0300 555 0333.

Contact Us

If you have a complaint, please contact us with the details.

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WHERE ARE WE BASED

We are an experienced team of energy consultants offering first class service and account management. We have offices situated in Leatherhead, Surrey, Stockport, Cheshire and Sunderland, Tyne and Wear.   

 

Riverbridge House is located 1 mile from Junction 9 off the M25, Rail link travel time to and from London is 45 minutes , also travel time to Heathrow and Gatwick Airport is 1 hr and 30 minutes. 

UTILITY WORKS LTD

Riverbridge house, Guildford Road, Leatherhead, Surrey, KT22 9AD

Customer Services: 01372 365729 Freephone: 0800 3688626 Email : enquiries@utility-works.co.uk

Hours

Open today

09:00 – 17:00