Our Policy
We always strive to provide a professional and efficient service to every client. However we do have a procedure in place to offer the opportunity to find a resolution to any concerns you may have.
Our Procedure
Step One:
Contact your Conveyancer. Their contact details are set out in the initial paperwork we sent to you. Alternatively please call us on 01656 733 265 and we will provide you with them. Your Conveyancer will consider your concerns and try to resolve them to your satisfaction.
Step Two:
If your Conveyancer has been unable to resolve your concerns, please contact Laura Matthews, Director, in writing at the contact details below. Please set out your concerns and any relevant information.
Thomas and Thomas Solicitors – 1B/C Dunraven Place, Bridgend, CF31 1JF or by email
to laura.matthews@tandtlaw.co.uk
Timescales:
- We will acknowledge your letter informing you of the person who will be dealing with your complaint within 5 working days of receipt.
- We will then investigate your complaint and provide you with a response either in writing or, where appropriate, by telephone within 10 working days of the acknowledgement. We may need to contact you for further information in the meantime. In the event that we require additional time to consider your complaint in full we will let you know.
Step Three:
If you are not satisfied with our response you can contact us again in writing to the address below. A review of our decision will be completed within 10 working days of receipt of your letter. This will be our final response. At most, we will provide you with a final written response to your complaint within 8 weeks of receiving it.
The Managing Director 2 Forge Rd, Port Talbot, SA13 1NU
Step Four:
If you are not satisfied with our final response, or if we have not provided a final response within 8 weeks of receiving your complaint, you may refer your complaint to the Legal Ombudsman. You must do this within 6 months of our final response.
The Legal Ombudsman can be contacted as follows:
- Website: https://www.legalombudsman.org.uk/
- Email: enquiries@legalombudsman.org.uk
- Telephone: 0300 555 0333
- By Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
The Legal Ombudsman will normally only consider a complaint if:
- No more than 1 year from the date of the act/omission complained about, or
- No more than 1 year has passed since you should reasonably have known there was cause for complaint.
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the https://www.sra.org.uk/
