Complaints Procedure for Lewis Lewis & Co Limited
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 Catrin Richards, our Client Care Director who is based at our St Clears office. If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.
What will happen next?
Within seven days we will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate we will suggest a meeting at this stage.
We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
We will write fully to you setting out our views on the situation and any redress that we would feel to be appropriate within 14 days of initially receiving your complaint. If appropriate we will also invite you to meet Catrin Richards to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 21 days after first receiving your complaint.
Within three days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you.
At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways.
- Catrin Richards will review her own decision
- Anthea Phillips will review your complaint within 10 days.
We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
- If you are not satisfied with our handling of your complaint, the matter can be referred on. If we cannot resolve your complaint the Legal Ombudsman can help if you are unhappy about the work which we have done for you or your bill. Details below:
PO Box 6806, Wolverhampton, WV1 9WJ,
Tel: 0300 555 0333,
You may also choose to make a report to the Solicitors Regulation Authority (SRA). This could be if you are concerned about our professional behaviour or conduct, including dishonesty or treating you unfairly because of characteristics such as your age, sex or a disability.
You can find out how to make a report at https://www.sra.org.uk/consumers/problems/report-solicitor or contact the SRA at their details below:
Solicitors Regulation Authority,
199 Wharfside Street,
Tel: 0370 606 2555
We very much hope that this will not be necessary.
In the event of a complaint by a client for whom Catrin Richards is acting, Mrs Anthea Phillips will fulfil her functions under this procedure.