SWANSEA | MUMBLES | PORTHCAWL | 01792 65 00 00
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.
Making a complaint will not affect how we handle your case.
Our complaints procedure
If you have a complaint, please contact Mr Sheraz Akram, a director. Mr Akram has overall responsibility for client care. His contact details are:
16 Axis Court,
T: 01792 656519
F: 01792 656500
Upon receipt of your complaint Mr Akram will refer it to the relevant Head of Department involved in your complaint.
What will happen next?
Complaints & 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.
What do to if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
The contact details for the Legal Ombudsman are:
PO Box 6806
Tel No. 0300 555 0333
For the Legal Ombudsman to deal with your complaint the problem must ordinarily have occurred after 5th October 2010.
If the problem occurred on or before 5th October 2010 or you should reasonably have known there was cause for complaint, on or before that date, then the Ombudsman will not usually be able to deal with your complaint.
If you are unsure about these time limits and how they apply to your matter, please contact the Legal Ombudsman’s office, using the contact details shown above, to clarify the position.
Subject to the above Scheme Rules, and the Legal Ombudsman’s discretion to extend the time limits, you will need to bring your complaint to the Legal Ombudsman
If we have to change any of the timescales above, we will let you know and explain why.
With effect from 15th February 2015 EU Regulations on Consumer Online Dispute Resolution (ODR) allow consumers who bought our services online to submit their complaint via an online complaint portal. We are required under the regulations to provide our clients the following information:-
Complaints Policy 2021
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