Complaints

 We want to give you the best possible service.  However, if at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you.  In the first instance it may be helpful to contact the solicitor who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage.  If you feel that you would like to make a formal complaint then you contact our Practice Manager.  To view our complaints procedure follow the link below:

Complaints-Policy-and-Procedure-June-2021

What happens if you don’t agree with our views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman.  The Legal Ombudsman investigates problems about poor service from solicitors.  Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first.  If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint and
  • no more than six years from the date of act/omission; or
  • 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 please contact them:

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 9am to 5pm.

Email enquiries@legalombudsman.org.uk

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Do not send original documents to the Legal Ombudsman.  They will scan any documents you send to them to make computer copies and then destroy the originals.

If you do not wish to submit your complaint directly to us, as set out above, you may be able to submit your complaint via the European Commission’s ODR platform (http://ec.europa.eu/consumers/odr/).

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