Howells Complaints ProcedureThe partners and staff of Howells Solicitors are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
We will not, in our professional dealings with employees, partners, clients and third parties instructed in connection with client matters discriminate unlawfully or victimise or harass anyone. We will take such steps, and make such adjustments, as are reasonable in the circumstances to prevent applicants for jobs, employees, partners or clients who are disabled from being placed at a substantial disadvantage in comparison with those who are not disabled.
If you have a complaint, please raise the problem with the lawyer responsible for your matter, or if you prefer, our complaints partner, Mrs Andrea Coombes, our Client Care Partner. You can contact her at the firm's office located at :-
Mrs Andrea Coombes,
85 Talbot Road,
Rhondda Cynon Taf.
Tel: 01443 230411
E-Mail : - firstname.lastname@example.org.
What will happen next?
- We will acknowledge receipt of your complaint in writing within four days of receiving it.
- We will then investigate your complaint. This will normally involve our complaints partner reviewing your file and speaking to the member of staff who acted for you.
- Within 14 days of sending you the acknowledgement letter our complaints partner will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, our complaints partner may instead offer you a chance to discuss the matter by telephone.
- Within three days of the meeting, or any telephone conversation we have with you instead of a meeting, our complaints partner will write to you to confirm what took place and any solutions we have agreed with you.
- In any case she will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If still unresolved at this stage, you may take your complaint to the Legal Ombudsman. Normally, you will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint and 6 years from the date of the act or omission giving rise to the complaint or alternatively 3 years from the date you should reasonably have known there are grounds for complaint (if the act/omission took place before 6 October 2010 or was more than 6 years ago).
- If we have to change any of these timescales we will let you know and explain why.
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