JEFFREYS & POWELL
We are committed to making every effort 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 below. 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 these 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 about our service 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 may take your complaint to the Legal Ombudsman.
The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.
You must also refer your concerns about our serviceto the Legal Ombudsman within six months of our final response to you. For further information about the Legal Ombudsman, you should contact the Legal Ombudsman at:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
or on 0300 555 0333
or at enquiries@legalombudsman.org.uk.
JEFFREYS & POWELL COMPLAINTS RESOLUTION PROCEDURE
Our Complaints Policy
We are committed to providing a high quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to maintain and improve our standards.
Our Complaints Procedure
If you have a complaint, please contact the member of staff dealing with your matter. If this does not resolve the problem, or you feel it would not be appropriate, please contact Sian Morris or Christopher Morris, the Partners of this firm. You can write to Mrs Morris or Mr Morris at Jeffreys & Powell, 4 Lion Street, Brecon LD3 7AU, telephone on 01874 622106 or email at sian.morris@jeffreysandpowellco.uk or chris.morris@jeffreysandpowell.co.uk.
What Will Happen Next?
We will send you a letter or email acknowledging your complaint. We may need to ask for more details of your complaint. We will confirm the name of the person dealing with your complaint. You can expect to receive our letter or email – enclosing a copy of this procedure – within 3 days of us receiving your complaint.
We will record your complaint in our central register of complaints and open a file for your complaint.
We will then start to investigate your complaint. This may involve one or more of the following steps:
- we will ask the member of staff who acted for you to provide his/her observations on your complaint within 5 days
- we will need to consider the reply and, where appropriate, the information in your complaint file and your case file. We may ask the member of staff dealing with your matter for more information. This will take no more than 3 days from receiving their comments on your complaint and the relevant file.
- We will invite you to meet with Mrs Morris/Mr Morris to discuss and, hopefully, resolve your complaint. We will do this within 14 days of the letter acknowledging your complaint.
- Within 3 days of meeting with you, we will write to you to confirm what took place at the meeting and any actions/solutions we have agreed with you.
- If you do not wish to attend at a meeting, we will send you a detailed written response to your complaint within 21 days of the letter acknowledging your complaint.
- At this stage, if you are still not satisfied, you can write to us again and request that we review our decision. This will happen in one of the following ways:
- Mrs Morris/Mr Morris will review their own decision within 5 days
- we will arrange for someone in the firm who has not been involved in your complaint to review it.
We will let you know the result of the review within 14 days of receiving your request for a review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact them about your complaint at:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. For further information, you should contact the Legal Ombudsman at the above address or on 0300 555 0333 or at enquiries@legalombudsman.org.uk.
If we have to change any of the timescales above, we will let you know and explain why.
