Complaints Procedure

We are committed to providing a quality legal service to all out clients. Consequently, it is essential, when something goes wrong or any client believes they have reason to complain, that we have an effective procedure to assist complete and early resolution of the problem. Only be doing so can we hope to maintain the quality standards we have set and improve them by learning from what may have gone wrong and what our clients tell us.

The Procedure

Although not essential, in making your complaint it would be helpful to us if you could provide details of your concerns in writing (if you have not already done so). If you would prefer not to have to do this, please arrange to see us and we will be pleased to take details from you.

Please address any complaint to Gareth Edmondson, Managing Director, at Amphletts Solicitors 49 Conway Road Colwyn Bay LL29 7AN. Telephone 01492 532296 or e-mail gareth.edmondson@amphlettslegal.co.uk

What will happen next:

1. We will register your complaint on our Register (for monitoring and management information purposes).
   Timescale: Within 5 days of receipt of complaint.
   
2. We will acknowledge receipt of your complaint, set out our understanding of it and request your confirmation or seek any necessary clarification. We will also confirm who will deal with your complaint.
   Timescale: Within 5 days of receipt of complaint.
3. We will then commence investigation your complaint. This may involve one or more of the following steps:
   a) We will ask the case worker who acted for you to provide us with a response to your complaint within 5 days.
   b) We will then examine the response and the file as against your complaint and, if necessary, speak to the case worker.
   c) The firm’s client care partner will consider your complaint in the light of what the file reveals and the case worker’s response.
4. The firm’s client care partner will then write to you with a detailed response and inviting you to meet with us to discuss and hopefully resolve your complaint.
   Timescale: Within 56 days of receipt of the complaint
5. If a meeting between us takes place we will write to you to confirm what took place and detailing any agreed solution that was reached.
   Timescale: Within 5 days of the meeting
6. If a meeting is declined or is for some reason impractical we will write to you again in an endeavour to resolve the complaint to our mutual satisfaction.
   Timescale: Within 5 days of the meeting being declined
   

If you still remain dissatisfied with how your complaint has been handled and the decision on it, we will write to you confirming our final position on your complaint and explaining why we consider our handling of it, and our decision (and the result of any review), were reasonable. If you remain dissatisfied at the end of our complaints process, you would then be at liberty to contact the Legal Ombudsman, whose address is PO Box 6806, Wolverhampton, WV1 9WJ.

Their telephone number is 0300 555 0333.Their e-mail address is enquiries@legalombudsman.org.uk

Their website is at www.legalombudsman.org.uk . This organisation is the statutory body to whom you may refer your complaint, once we have concluded out professional obligation to try to resolve it. The Legal Ombudsman expects complaints to be made to them within six years of the date of the act or omission about which you are concerned or within three years of you realising there was a concern.

The Solicitors Regulation Authority

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

You can raise your concerns with the Solicitors Regulation Authority.

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In this section:

• Useful Links
• Complaints Procedure