Queries or Concerns

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 Practice Manager Eirlys Douglas:

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 not satisfied with our handling of your concerns, then you can ask the Legal Ombudsman to consider your complaint. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.  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 6167, Slough, SL1 0EH

Website: www.legalombudsman.org.uk

Tel: 0300 555 0333,

Email: enquiries@legalombudsman.co.uk

The Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

To view our full complaints procedure click here

To view our privacy notice click here

To view our accessibility statement click here