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.

Our Complaints Procedure

If you are dissatisfied, in any way with the service we provide or the charges we have made to you, you are entitled to complain. The purpose of our complaints procedure is to put matters right wherever possible.

Quite often a problem arises simply because of a lack of understanding or lack of communication.  This may well be something that is easily put right, but rest assured we will look at everything which is brought to our attention and, where it is necessary, take appropriate steps to:‑

  1. Hopefully resolve matters to everyone’s satisfaction.
  2. Ensure that the same problem does not arise at any time in the future, either with your case or with anyone else.

The office of Loosemores is based in High Street, Cardiff and is divided into working departments.  Each department has a designated member of staff who will deal with complaints on behalf of the practice.   You will find a list of these people below.

List of complaint handlers by department 

  • Civil Litigation – Maria Cosslett
  • Commercial – Karl Thomas
  • Probate and Wills – Karl Thomas
  • Residential Conveyancing – Maria Cosslett
  • General Support Services – Lennie Smith-de Wit
  • Accounts – Lennie Smith-de Wit

What will happen when you make a complaint?

If your complaint is about our bill you may also have a right to object to our bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. You should also note, however, that if all or part of a bill remains unpaid we may be entitled to charge interest under our Terms of Business.We would encourage you, in the first instance, to voice any concern, which you may have direct to the person who is dealing with your matter, either by telephone or in writing.  If you feel unable to do this, or feel that this is inappropriate, then please contact the appropriate Complaint Handler.  You may telephone with your complaint. If however, the problem is a complex one it will be easier for us to deal with it if you put something in writing.

  1. If we are able to respond to your complaint over the telephone we will do so and, where appropriate, confirm our response in writing.
  2. In other cases within three days of us receiving the complaint we will send you a letter acknowledging receipt, confirming the identity of the Complaint Handler who will investigate the matter and enclosing a copy of this procedure.
  3. The Complaint Handler will investigate your complaint. This will usually involve a thorough appraisal of the file and he or she will speak to the member of staff who is or was acting for you. Wherever possible this Investigation will be concluded within 14 days of the date of sending you the acknowledgement letter. If more time is required the Complaint Handler will write to you with an updated timescale for the investigation explaining the reasons why the additional investigation time is necessary.
  4. When everything has been fully investigated and considered the Complaint Handler will either
  • Provide you with a full response to your complaint in writing indicating what action, if any, will be taken by the Practice to resolve the matter; or
  • Invite you to a meeting to discuss your complaint. Within three days of the meeting the Complaint Handler will write to you to confirm what was discussed and any solutions which were agreed with you.
  • Any remedies, which are taken following the investigation of your complaint, will depend upon the nature of the complaint/grievance but could include, for example, the transferring of the case to someone else within the Department or a reduction in our fees.
  1. If you are not satisfied with the outcome of the investigation or with the action/remedy proposed by the Practice to resolve any upheld complaint, you should contact us again and we will arrange for the matter to be referred to the Senior Partner of the practice.
  2. The Senior Partner will re-investigate the complaint and will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining the reasons.
  3. In certain circumstances the Senior Partner may consider it appropriate for your complaint to be investigated other than by the Senior Partner in such event the Senior Partner will act as the Complaints Handler. The reasons for the Senior Partner’s decision in this regard will be provided to you.  This will not prevent you raising additional queries or requesting clarification from the Senior Partner following the initial investigation.
  4. If we have to change any of the timescales above, we will let you know and explain why.
  5. If you are still not satisfied you have a right to complain to the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ, tel. 0300 555 0333. Further details of the role and powers of the Legal Ombudsman can be found on the Ombudsman’s website at www.legalombudsman.org.uk.  Please note that before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first.  If you have then you must take your complaint to the Legal Ombudsman:-
  • Within six months of receiving a final response to your complaint; and
  • Six years from the date of act/omission; or
  • Three years from when you should reasonably have known there was cause for complaint (only if the act took place more than six years ago). The act or omission, or when you should have reasonably known there was cause for complaint, must have been after 5 October 2010