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We value clients taking the time to leave service feedback and ratings on consumer websites but remember, if you have experienced a problem with our service, just contact us directly and we will always try to resolve the issue for you.
We aim to offer all our clients the best advice and the most effective service. We are contactable 6 days a week. Our aim is to ensure we achieve the best possible outcome for all our clients - righting wrongs and winning justice. 95% of our clients would recommend us to their friends and family. We continually work hard to improve our service to ensure that every client has the best experience.
NewLaw Scotland is regulated by the Law Society Scotland, responsible for regulating scottish solicitors and setting standards.
Here are the reasons why you should use NewLaw Scotland...
"I have used NewLaw Scotland for two claims I have had. I am very pleased with the work the team did and how helpful they were. Much appreciated."
M. Taylor, NewLaw Scotland
"From my initial phone call to the last email I received, I am extremely happy with the friendly and helpful level of service I have received from NewLaw Scotland. Very efficient and professional.”
C. Robertson, NewLaw Scotland
“Absolutely delighted with the way my claim was sorted. Always kept me in the loop in proper language I understood, no jargon. I would highly recommended NewLaw Scotland”
J. Young, NewLaw Scotland
"From the first contact I was confident that NewLaw Scotland were professional and the right people to help me. I expected a difficult journey, but they made it easy.”
M. Glendinning, NewLaw Scotland
Not Happy with our Service?
We understand we don't always get things right every time and sometimes clients will feel it necessary to complain. We take every complaint we receive from a client very seriously, logging, investigating, resolving and reporting back to clients where our service has not met our usual high standards. Below we have provided contact details should you wish to report a complaint, details of our complaints process as well as other helpful information about timings and the regulatory bodies that oversee our complaints process.
Complaints Processes:
We are commited to providing a high-quality legal 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.
Informal Resolution Process
We are confident the majority of complaints can be dealt with quickly by an open and constructive discussion. If you are dissatisfied with the service you have received, please first raise your concerns with the person dealing with your matter by telephone or in writing. A Manager will look into the complaint and try to resolve your concerns.
If that is not possible then please email us at: complaints@new-law.co.uk.
Formal Resolution Process
- Stage 1:
- We will send you a letter acknowledging receipt of your complaint within four working days of receiving it, enclosing a copy of the procedure. We will arrange for your complaint to be fully investigated.
- A detailed written reply to your complaint, including any suggestions for resolving the matter, will be sent to you within ten working days of the date of the acknowledgement letter.
- Stage 2:
- If your complaint is still unresolved, you can refer your complaint to our Compliance Director, Pauline Lewis.
- Pauline will review your matter and write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Legal Ombudsman
If your complaint is still unresolved, you can then contact the Legal Ombudsman. The contact details are PO Box 6806, Wolverhampton, WV1 9WJ. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint.
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk. The email address is enquiries@legalombudsman.org.uk and overseas callers may telephone on +44 121 245 3050. Minicom 0300 555 1777
Online Dispute Resolution
Alternative complaints bodies such as Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use the scheme.
The website for Small Claims Mediation is www.small-claims-mediation.co.uk.
We do not agree to use Small Claims Mediation. This is because we consider the service offered by the Legal Ombudsman to be the most appropriate means of resolving any dispute. However if you would like to make representations as to why we should use Small Claims Mediation on this occasion then you may do so.
We will not consider using Small Claims Mediation if the matter has already been dealt with by the Legal Ombudsman.
We are committed to providing a high quality legal service to all of our clients. When something goes wrong, we need you to tell us about it. This will help us improve our standards.
If you have a complaint, please contact us with the details. Please write to our Client Relations Manager, Paula McMillan at our Glasgow address or email us on complaints@newlaw-scotland.co.uk.
What will happen next?
- Stage 1:
- Your complaint will be referred to a Senior Manager for review. They will seek to resolve the issue in discussions and/or communication with you within 3 working days.
- The outcome will be confirmed to you in writing and you will be provided with a copy of this policy.
- Stage 2:
- In the event you remain dissatisfied, your complaint will be escalated to the Client Relations Manager, Paula McMillan to deal with.
- We will send you a letter acknowledging receipt of your complaint within four working days of receiving it, enclosing a copy of this procedure.
- We will then arrange for your complaint to be fully investigated.
- A detailed written reply to your complaint, including any suggestions for resolving the matter, will be sent to you within ten working days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you can contact the Scottish Legal Complaints Commission (SLCC), The Stamp Office, 10-14 Waterloo Street, Edinburgh, EH1 3EG.
- Any complaint to the SLCC must usually be made within 3 years after the date on which you were last provided with a service in connection with the specific piece of legal work you are complaining about provided the act or omission you are complaining about occurred on or after 1st April 2017. In the event the act or omission you are complaining about occurred before 1st April 2017 any complaint must usually be made to the SLCC within 1 year. For further information, you should contact the SLCC on 0131 201 2130 or by email enquiries@scottishlegalcomplaints.org.uk.
If we have to make changes to any of the timescales above, we will let you know and explain why.
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NewLaw Scotland LLP – Practice Unit Number 40459. The registered office of NewLaw Scotland LLP is 7th Floor, Delta House, 50 West Nile Street, Glasgow G1 2NP.
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