Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details.

The following procedure will apply only if you have been unable to resolve or are uncomfortable about raising the matter with the fee-earner dealing with your file 

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.


  1. We will then investigate your complaint. This will normally involve passing your complaint to our client care Director (“the Director” being David W.P. Hughes in Llanrwst/Hywel Davies in Abergele) who will review your matter file and speak to the member of staff who acted for you.


  1. The Director will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.


  1. Within three days of the meeting, the Director will write to you to confirm what took place and any solutions s/he has agreed with you.


  1. If you do not want a meeting or it is not possible, the Director will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter or as soon as practicable thereafter having explained to you the reason for delay.


  1. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director to review the decision.


  1. 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.
  1. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman at [contact details] to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
  2. For further information, you should contact the Legal Ombudsman:


          By telephone on:             0300 555 0333;

          By e-mail:                          enquiries~@legalombudsman.org.uk

          In writing to:                   Legal Ombudsman, PO Box 6806 Wolverhampton WV1 9WJ   

        Alternative complaints bodies such as:

  1. Ombudsman Services, the Brew House, Wilderspool Park, Greenalls Avenue, Warrington WA4 6HL – Telephone: 0330 440 1634 – Website: ombudsman-services.org
  2. ProMediate, Brow Farm, Top Road, Frodsham, Cheshire WA6 6SP – Telephone: 01928 732455 – e-mail: enquiries@promediate.co.uk
  3. Small Claims Mediation, 33 Leicester Road, Blaby, Leicestershire LE8 4GR – Telephone: 0800 167 0700 – Website: small-claims-mediation.co.uk

exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.


  1. If we have to change any of the timescales above, we will let you know and explain why.