Complaint Resolution Procedure

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 – Bridgend office, or by email


  1. We will acknowledge your letter informing you of the person who will be dealing with your complaint within 3 working days.
  2. We will then start to investigate your complaint and provide you with a response either in writing or, where appropriate, by telephone within 7 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 5 days of receipt of your letter. This will be our final response.

The Managing Director 2 Forge Rd, Port Talbot SA13 1NU

Step Four:

If you are not satisfied with how we have dealt with your complaint you can contact the Legal Ombudsman at the address below within 6 months of our final response. The Legal Ombudsman will normally only consider a complaint after we have had the opportunity to resolve the matter directly with you first. The time limits for the Legal Ombudsman accepting a complaint are:

  • No more than 1 year from the date of the act/omission complained about, or
  • No more than1 year from when you should reasonably have realised that there was cause for complaint.

The Legal Ombudsman will have discretion to accept out-of-time complaints in circumstances where it deems it “fair and reasonable to do so” and will not accept complaints where the act or date of awareness were before 6 October 2010. They will have Discretion to dismiss or discontinue complaints where there is no significant loss, distress, inconvenience or detriment, where there has been an undue delay in making the complaint, where we have already made a reasonable offer to resolve the complaint or where the complexity of the complaint or the complainants behaviour results in a disproportionate use of resources.

Legal Ombudsman
PO Box 6167

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