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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 immediately, so that we can do our best to resolve the problem. This will help us to maintain our standards.

Making a complaint will not affect how we handle your instructions.

In the first instance it may be helpful to contact the person dealing with your instructions to discuss your concerns and we will do our very best to resolve any issue that you raise.

If you would like to make a formal 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.

  2. 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.

  3. 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.

  4. 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.

  5. 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.

  6. 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 Partners.

  7. 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.

What to do if we cannot resolve your complaint

If you are still not satisfied, you can then contact the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your instructions.

Before accepting a compliant 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 compliant to the Legal Ombudsman:

Within six months of receiving a final response to your complaint

and

No more that 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:

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

www.legalombudsman.org.uk

0300 555 0333

enquiries@legalombudsman.org.uk

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concern

www.sra.org.uk


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