Our Complaints Policy

Shulmans strives to provide clients with the very best service. However, if something goes wrong or you are dissatisfied with the service you have received from us you should tell us immediately.

Please raise any concerns you have in the first instance with the person undertaking the work for you or the person you have been told is that person’s supervisor or with whom you can raise an issue in case of difficulty. If you remain concerned about any issues then please write to the partner who is responsible for dealing with complaints (the Complaints Partner):

Richard Wadkin
Shulmans LLP
10 Wellington Place
Leeds, LS1 4AP

or by email to complaintspartner@shulmans.co.uk.

(If the complaint is about the Complaints Partner, you should write to the Managing Partner, Tim Halstead, at the above address or by email to managingpartner@shulmans.co.uk.)

What will happen to your complaint?

1. We will write to you within one working day of receipt of your complaint to acknowledge that we have received it.

2. We will then record your complaint in our records and fully investigate it. This may involve:

  • discussing your complaint with the member of staff who has acted for you and with his/her supervisor;
  • examining the work that has been done for you and any advice that has been given;
  • asking you for further information or clarification if required;
  • where appropriate, providing you with options for resolving your complaint and setting out any implications;
  • where appropriate, arranging for you to meet with us to discuss the complaint.

3. We will then write to you within 28 days of receipt of the complaint setting out the outcome and our reasoning or, if further investigation is required, setting out what is being done and when you will hear from us again.

4. In the event that you are dissatisfied with the outcome then you may contact the Legal Ombudsman (LeO), an independent complaints body, established under the Legal Services Act 2007, which deals with legal services complaints, at:

PO Box 6806

Tel: 0300 555 0333

Email: enquiries@legalombudsman.co.uk

Please note: you cannot use the LeO to address your complaint if you are a business (other than a micro-enterprise), charity or club with an annual income of more than £1 million or a trustee of a trust with an asset value of more than £1 million.

If you are eligible to bring a complaint, you will need to do so within six months of receiving our final written decision in relation to your complaint and within six years from the date of the act or omission giving rise to the complaint, or alternatively three years from the date you should reasonably have known that there are grounds for complaint, if the act/omission took place before 6 October 2010 or was more than six years ago.

Full details of the role of the LeO can be found at https://www.legalombudsman.org.uk/.

5. You will not be charged for making a complaint.

6. Alternative complaints bodies (such as Small Claims Mediation: http://www.small-claims-mediation.co.uk/) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme, however we do not currently agree to use such a scheme.

In the event that we have to vary any of the above timescales we will write to you to let you know and will explain the reason for the variation.

Online Dispute Resolution:

7. The European Commission has established an Online Dispute Resolution Platform (ODR Platform).  It is specifically designed to help customers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. 

The ODR Platform can be found here: http://ec.europa.eu/consumers/odr/.


Other information:

You can view our Privacy Notice here.

You can view information relating to accessing, browsing and using our website on our Terms of Use page.

You can also view information relating to the way we are regulated.

Information relating to our use of cookies is accessible in our Website Privacy & Cookies Policy.