Complaints

 

Internal Procedure

 

We hope that you will not have cause for concern about the service that you obtain from the Firm, however, please see the following steps to follow if you find yourself dissatisfied:

 

Step 1 Please convey your dissatisfaction to the Solicitor dealing with your case and give him/her the opportunity to remedy the situation before submitting a written complaint.

 

Step 2 If the Solicitor is not able to remedy the situation, or you feel that you have exhausted every avenue with the Solicitor then please submit a written complaint to Michael Davies, Senior Partner, or Matthew Davies, Partner, if Michael Davies is dealing with your matter.

 

Step 3 We will acknowledge the complaint within 3 working days. 

 

Step 4 Within 14 days you will be invited for a meeting to try and resolve the complaint. 

 

Step 5 Within 3 days of that meeting we will write to you to confirm the outcome. If you are still not satisfied, then please respond to the letter outlining your reasons. 

 

Step 6 A review of the decision will be instigated and a final written response to your complaint sent within 10 days of your letter in step 5. If you are satisfied at this stage, then we will close the case. If you are not satisfied then you are free to explore other avenues, as shown in the following clause.

External

Legal Ombudsman The Legal Ombudsman investigates complaints about service issues with lawyers.  Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.  If you would like more information about this service, including the time limits for take a case to them, please contact the Legal Ombudsman directly.  You can find out more about their service by visiting www.legalombudsman.org.uk or contacting them on 0300 555 0333.