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Sterling de Zuk is committed to providing a high-quality legal service.

On the rare occasion our level of service may not be up to your expectations, we set out below how you can make a complaint.

How do I make a complaint?

Please contact Mark Thomson in writing (letter or email) or by telephone. The contact details are:

By Post By Email By Telephone
Sterling de Zuk, The Colony, Altrincham Road, Wilmslow, Cheshire, SK9 4LY 0333 070 5651

For Mark Thomson to help you with regards to your complaint please can you provide him with your full name and contact details, what you think we have got wrong and how you would like your complaint to be resolved.

How will you deal with my complaint?

Mark Thomson will write to you within three working days acknowledging your complaint and enclosing a copy of this policy.

He will then investigate your complaint and this will usually involve reviewing your complaint, reviewing the file and any other relevant documents and carefully considering the issues you raise.

He may also, invite you to a meeting to discuss your complaint either face to face at the Wilmslow office or remotely by a Teams meeting, whichever is your preference.

Mark Thomson will write to you at the end of the investigation to tell you what he has done and how he proposes to resolve the complaint. Where possible, he will aim to do this within twenty one days of the date of his letter acknowledging your initial complaint.

What to do if we cannot resolve your complaint to your satisfaction.

If you are unhappy with the outcome of the complaint handling procedure then please let Mark Thomson know and he will again review the matter.

We have eight weeks to consider your complaint. If we have not resolved it within this timescale then you can make a complaint to the Legal Ombudsman.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve the complaint with Sterling de Zuk, if you have then you may take your complaint to the Legal Ombudsman:-

i). Within six months of receiving a full response to your complaint; and

ii). No more than six years to the date of act/admission; or

iii). 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 then please contact them at:-

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

Email address:

The Legal Ombudsman is the designated scheme for dealing with legal services complaints. You may also though wish to make a referral to alternative dispute resolution services such as North West Mediation Solutions to see if the issue can be resolved via mediation.

What will it cost?

Sterling de Zuk will not charge you for handling your complaint.

Schedule a 15 minute introductory call