Complaints Procedure & Policy
We are committed to providing a quality legal service to all our clients at a fair price. If we get things wrong or make a mistake we invite any clients affected to tell us about it so we can make amends and improve our service.
Providing excellent client care is the cornerstone of our business. Any complaints are the responsibility of partner and COLP (Compliance Officer for Legal Practice), Nia Williams.
If you have a complaint please email our COLP at [email protected] or write to them at
3-7 Temple Avenue
- We will contact you within 7 days acknowledging your complaint and, if necessary to fully understand your complaint, asking you to confirm or explain the details set out. We will record your complaint in a central register and open a file for your
- We will thoroughly investigate your This may involve asking the member(s) of staff who acted for you to report, and reviewing the file. We set out to give you a full response to your complaint, including our suggestions for resolving the matter, within 28 days. If more time is needed to investigate we will update you on progress not less than every 28 days
- If practical, we may invite you to a meeting at our office to discuss and hopefully resolve your complaint. Within seven days of such meeting we will contact you to confirm what took place and any proposed solution.
- If you are not satisfied with our response to your complaint you may contact us again and ask us to review our decision. The review will be undertaken by someone in the firm who has not been involved in your The review will ordinarily take place within 14 days.
- In the interests of objectivity, should a complaint be made against Nia Williams, another partner will be asked to deal with it instead of him, but otherwise applying this policy.
- If you remain dissatisfied, or 8 weeks has passed since you first raised the complaint and you have not received a response, you have the right to refer matters to the legal ombudsman at:
PO Box 6806
Wolverhampton WV1 9WJ
Telephone 0300 555 0333
Email [email protected]
Any referral to the Ombudsman must be made no later than:
- one year from the act/omission being complained about; or
- one year from when you should reasonably have known that there was cause for
The Ombudsman may extend these time limits if there are exceptional circumstances, for example if you are prevented from meeting the time limit as a result of serious illness, or where the time limit has not expired when you raised the complaint with us.
For further information on the Legal Ombudsman please see their website.