Introduction
Any expression of dissatisfaction about the service you have received from Vale Solicitors will be considered seriously, and we will ensure that we respond promptly to any complaint.
Vale Solicitors are committed to providing a professional, efficient and courteous service to all our clients. If you feel that we have failed to achieve an acceptable standard of service, we want you to tell us. We will investigate your concerns objectively and try to generate a positive and speedy solution.
What to do if you have a complaint about our service
If you are not happy with the reply provided by the person normally dealing with your case, you can refer the matter to any of our directors, namely Jon Hewitson or Michael Morgan.
They will consider your complaint, carry out an investigation and provide a proposed solution within ten business days. If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale for a response. If we believe it would be helpful, we may suggest a meeting.
If, following investigation, you remain dissatisfied with the response, your complaint may be referred by email to any of the directors, or by post to 1 Boverton Road, Llantwit Major, Vale of Glamorgan CF61 1XZ.
If there are any circumstances which make it difficult for you to make a complaint in writing, please telephone any of the directors on 01446 792535 or 01446 733191, who will do all they can to assist you. They will ensure that your complaint about the service provided by Vale Solicitors Ltd is carefully examined and resolved as quickly as possible.
Referral to the Legal Ombudsman
If you are not satisfied with the final response of our directors, you may refer your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be made within six years of the act or omission concerned, or three years from when you should have known about it. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.
- Telephone: 0300 555 0333
- From overseas: +44 121 245 3050
- Website: www.legalombudsman.org.uk
- Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority
If you are concerned about our professional behaviour, for example you believe we have been dishonest, deliberately overcharged you or discriminated against you, you may be able to complain to the Solicitors Regulation Authority.
This policy and complaints procedure is implemented in accordance with the requirements of the Solicitors Regulation Authority rule on complaints handling and is notified to clients in our Terms and Conditions of Business.