Queries or Concerns
How we deal with Complaints
We aim to provide a high-quality service to all our clients and we are always looking at ways in which we can make it better. It is important that you tell us if you have any concerns with our service.
What you should do
If you are concerned about the service you receive, please tell the person dealing with your matter. There may be a simple answer to your concern. If that does not resolve your concern or you do not feel happy about talking to the person concerned, please contact our Head of Finance and Administration Eirlys Douglas:
- by telephoning 01492 876354; or
- by emailing firstname.lastname@example.org or
- by writing to 55 Madoc Street, Llandudno, LL30 2TW.
What will happen next?
We will write to you acknowledging your complaint and we may need to ask you for more information. We will also confirm who will be dealing your complaint. As soon as we have all the necessary information, we will investigate your complaint.
If your complaint is relatively straightforward, we should be able to send you a response within 10 working days. If it is likely to take longer to investigate, we will contact you and let you know the likely timescale. Our timescales for responding will be kept to unless exceptional circumstances such as illness or staff absence dictate otherwise. If the timescales cannot be kept to, we will let you know why.
Our final response will confirm what we have done to investigate your complaint and explain what, if anything, still needs to be done. If you are not satisfied with our response, you can contact us again. We will then review our decision. After the decision has been reviewed, we will write to you confirming our final decision and explaining our reasons.
If you are still not satisfied, you can contact the Legal Ombudsman about your complaint. The Legal Ombudsman expects complaints to be made to them within six years from the date of the matter you are complaining about, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint within 6 months of our final decision. If you are unsure about these time limits and how they apply to your matter, please contact the Legal Ombudsman’s office, using the contact details shown below to clarify the position.
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ,
Tel: 0300 555 0333,
To view our full complaints procedure click here
To view our privacy notice click here