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Complaints Handling Policy

Howe and Spender Solicitors of Port Talbot

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.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen if you make a complaint to us?

 

    1. The Partner in charge of the Department against whom the complaint is made will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

 

    1. That person will identify themselves to you and will then investigate your complaint. This will normally involve reviewing your matter file and speaking to the member of staff who acted for you.

 

    1. The person investigating the complaint will then invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within 14 days of sending you the acknowledgement letter.

 

    1. Within three days of the meeting, that person will write to you to confirm what took place and will set out any solutions that it may have been possible to agree with you.

 

    1. If you do not want a meeting or it is not possible, the person investigating the complaint will send you a detailed written reply to your complaint, including any suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

 

    1. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Senior Partner to review the complaint and the complaint process carried out. If the complaint is about the Senior Partner then the review of the complaint will be carried out one of the other Partner’s.

 

    1. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

 

    1. If you are still not satisfied, you can then contact the Legal Ombudsman at
      PO Box 6806, Wolverhampton, WV1 9WJ about your complaint.Normally, you will need to bring a complaint to the Legal Ombudsman (www.legalombudsman.org.uk) within six months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it).

 

For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.If the matter complained about is a complex one that is likely to exceed the timeframe set out above, we will advise you that we consider this to be the case and we hope we can agree with you a realistic and fair timeframe to respond to your complaint following thorough investigation.


Howe & Spender Solicitors is regulated by the Solicitors Regulation Authority, No.00173958