Complaints Policy and Procedure

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 which can easily be 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 Complaint Handler who will deal with complaints on behalf of the practice.   

We would encourage you, in the first instance, to voice any concern, you have direct to the person who is dealing with your matter, either by telephone, by email 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.

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.

What will happen when you make a complaint?

  1. If we can 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 acknowledge receipt by telephone, email or letter, 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 of your complaint.
  4. When everything has been fully investigated and considered, the Complaint Handler will either
  • (a)Discuss the matter with you on the telephone and agree to any follow up action which will be taken; or
  • (b)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
  • (c)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 which 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 from raising additional queries or requesting clarification from the Senior Partner following the initial investigation.
  4. If we need to change any of the timescales referred to above, we will let you know and explain why.
  5. What you can do if we cannot resolve your complaint

The Legal Ombudsman can accept complaints from individuals and small businesses, charities, clubs, societies, associations and trusts with a turnover of less than £1 million. The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. 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
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details Visit:    Call: 0300 555 0333 Email:  Post  Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

  1. What you can do if you are unhappy with our behaviour

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 Solicitors Regulation Authority.

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