Complaints Procedure

Complaints Guidance:

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint:

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 as follows:.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

 

 

GGP Law complaints procedure:

 

Complaints

 

 

 

We are pleased that the incidence of complaints against fee earners and other staff at GGP Law is very small.  We do however operate a complaints handling procedure.  Our policy and procedure is set out below.

 

 

 

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 have a complaint, please contact, in the first instance, the fee earner handling your case.  If you feel that you cannot resolve matters with the fee earner concerned, have failed to resolve the matter with the fee earner concerned or simply do not want to refer to the fee earner concerned please contact Mr Gwyn George, our Complaints Handling Officer at: 11a Victoria Square, Aberdare CF44 7LA telephone 01685 871133. e-mail: gwyn.george@ggplaw.co.uk

 

 

 

What Will Happen Next?

 

Within 3 working days we shall send you a letter acknowledging your complaint and asking you to confirm or explain any details. We may even attempt to deal with your complaint in our letter if we consider that we have a full understanding of the issues and it is a matter capable of being resolved in this way. If it seems appropriate we will suggest a meeting at this stage.  We shall also let you know the name of the person who will be dealing with your complaint.

 

Your complaint will be recorded in our register and a specific file directly dealing with your complaint will also be opened. We shall investigate your complaint by examining your file of papers, making enquiries of those involved in working on your file and any relevant third parties..

If appropriate, we shall then invite you to meet our Mr George to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way in no longer than 14 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable time scale, Mr George will write to you setting out his views on the situation and any re-dress that we feel to be appropriate.

Within 3 days of any meeting we shall write to you confirming what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or reimbursement in full, or in part, of any payment received.

At this stage, if you are still not satisfied, please let us know. We shall then arrange to review our decision.  We would generally aim to do this within no more than 10 days.  This will happen by your complaint being referred to another senior person within our organisation..

We shall let you know the result of the review within 5 days of the end of the review. At this time we shall write to you confirming our final position on your complaint with a full explanation of our reasons.

If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint. Contact:

Legal Ombudsman, PO Box 6806,  Wolverhampton WV1 9WJ,

 

Website: www.legalombudsman.org.uk

 

Tel: 0300 555 0333,

 

Email: enquiries@legalombudsman.org.uk

 

 

Time Limits

 

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.

Further Information.

 

The Solicitors Regulation Authority can help you 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.

 

You can raise your concerns with the Solicitors Regulation Authority.

 

Solicitors Regulation Authority, The Cube, 199, Wharfside Street, Birmingham, B1 1RN

 

Website: www.sra.org.uk

 

Email: report@sra.org.uk