Complaints Procedure

Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you have a complaint, please contact David Sedgwick our Client Care Partner. You can write to him at our address, which is 1st Floor, 14 Wyndham Street, Bridgend, CF31 1EF. If we have to change the responsibilities or the timescales set out below, we will let you know and explain why.

What will happen next

Within 7 days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate, we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with the complaint.

We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.

If appropriate we will then invite you to meet David Sedgwick to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 21 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write fully to you setting out our views on the situation and any redress that we would feel to be appropriate.

Within 14 days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.

At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 21 days. This will happen in one of the following ways:-

  1. Robert Chudleigh will review our decision
  2. We will arrange for someone in the firm who has not been involved in your complaint to review it
  3. Rhodri Chudleigh, another partner in the firm will review your complaint within 21 days
  4. We will ask our local Law Society or another local firm of solicitors to review your complaint.
  5. We will let you know how long this process will take
  6. We will invite you to agree to independent mediation. We will let you know how long this process will take

We will let you know the result of the review within 21 days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.

If a complaint has not been resolved to your satisfaction within 8 weeks of it being made, you can contact the Legal Ombudsman about your complaint. The question of which, complaints are covered by the Legal Ombudsman is governed by the Scheme Rules published by the Ombudsman. Any complaint to the Legal Ombudsman must normally be made within 6 moths of receiving a final written response from us about your complaint and within 6 years of the act of omission about which you are complaining (or if outside of this period, within 3 years of when you should reasonably have been aware of it)

The address and contact details for the Legal Ombudsman are set out below:-

Legal Ombudsman,
PO Box 6806,
WV1 9WJ.

Telephone 0300 555 0333
Email Enquiries

Alternative complaints bodies such as ProMediate exist which are ADR certified and competent to deal with complaints about legal services should both you and our firm agree to use such a scheme.

We would not normally agree to use ProMediate as the Legal Ombudsman already works in a similar way even though not ADR certified.