Complaints Handling Procedure

We operate a complaint handling procedure so that we;

Are aware about client dissatisfaction 

Ensure that we comply with our regulatory duties 

Take steps to ensure that the dissatisfaction is addressed and resolved where possible 

Reassure all clients who do complain that we will address their concerns without delay 

Learn from experience so as to reduce the risk of complaints in the future Definition

What is a Complaint 

The SRA and the legal ombudsman has defined a expression of client dissatisfaction however it is expressed, which can be orally or in writing. The complaint will allege that the complainant has suffered any of the following:

Financial loss 

Distress 

Inconvenience 

Or other detriment 

All our clients are informed at the outset of the matter that they have the right to complain, the name of the person with overall responsibility for complaints and the fact that we have a written complaints procedure which they are entitled to make.  This is set out in the client care letter and terms of business that all clients receive. 

How you can make a complaint

You can contact us in writing, by letter or email or by telephone. Please direct your complaint to the complaints manager, Jenny Stone if possible. If this is not possible that please contact the fee earner dealing with your matter. 

(01443) 808890. 

Equilibrium Law. 1 Station Street, Porth, CF39 9NR

To handle your complaint affectively we will need to know the following

Your full name and contact details

what you think we have got wrong 

What you hoped to achieve as a result of your complaint and 

Our file reference number brackets if you have it

If you require any help in making your complaint, we can help you 

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You can raise your concerns with the Solicitors Regulation Authority.

How will you deal with my complaint?

• We will record your complaint centrally and will acknowledge your complaint by providing you with a copy of our complaints policy,

• We will investigate your complaint, this will usually involve reviewing your complaint by requesting a report from the person who deals with your matter, reviewing your files and any other relevant documents, 

• We will speak with the person who dealt with your matter. We may also, if appropriate,  invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to do so we can discuss the matter with you on the telephone,

• We may also need to ask you for further information or documents,

• We will update you on the progress of complaint at appropriate times,

• We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible we will do so within 15 working days of the dates of our letter of acknowledgement of your complaint. If we are unable to keep to this timescale we will write further with an updated estimate of what date we expect to complete our enquiries by. 

What if I am not satisfied with the outcome?

We will write to you with our decision on your complaint as soon as we are able but in the majority of cases this will be within 15 working days. Should it be decided that your complaint is upheld the following redress will be considered 

• Whether it appropriate to send a letter of apology,

• Reduction in our fees this will be in circumstances where our services fall way below the high standards we set. The amount of reduction will be decided by a complaint handling director and will be based on their view of the complaint and its impact on you.

If you are unhappy with the outcome of our complaints handling procedure please let us know and we will review the matter.

If you are still unhappy you can ask the legal ombudsman to look into your complaint. 

You can contact the Legal Ombudsman 

By post at PO Box 6806 Wolverhampton WV1 9WJ 

By telephone 03 105 550333 or

By email enquiries at legalombudsman.org.uk

Usually you will need to refer your complaint to the legal ombudsman within 6 months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it).

Further details are available on the website  

We have chosen not to adopt an ADR process. If you wish to complain further you should contact the Legal Ombudsman

What will it cost? 

We will not charge you for handling your complaint 

Please note that if we have issued a bill for work done on the matter and all or some of the bill is not paid we may be entitled to charge interest on the outstanding amount. 

The Legal Ombudsman service is free of charge.