Complaints Procedure

At Williams Beales & Co we aim to provide high quality client service. However, we recognise there may be times when you feel we haven’t met the standard required. In these circumstances you may wish to follow this complaints procedure to resolve your concerns.

Informal Initial Steps

We always recommend you discuss your concerns and/or complaint initially at the earliest possible opportunity with the fee earner who acted for you.

Should you not be satisfied with the outcome of attempts at informal resolution you should follow the procedure set out below:-

Step 1 - set out the details of your concerns and/or complaint in writing or by telephone

You should include a brief description of the matter worked on, who worked on it for you and the nature of your concerns/complaint. You can email or post your written complaint to us using the details below. Please ensure to include your contact details so that a response may be provided in due course.

By email – teresa@williamsbeales.co.uk

By post – Williams Beales & Co, 9 Broad Street, Hay-on-Wye, Hereford HR3 5DB

Step 2 – your complaint will be acknowledged

Your complaint will be acknowledged and we aim to do this within 7 days of receipt of your complaint.

Step 3 – investigation

Your file will be reviewed and the person investigating the matter will discuss your file and the nature of your complaint with the fee earner who acted for you. The person investigating your complaint may need to discuss matters with you, for instance if further information is required. The person investigating your complaint will never been the same person the subject of the complaint.

Step 4 – outcome of investigation

You will receive written notification of the outcome of your complaint as soon as possible following the conclusion of the investigation. The outcome will set out the reasons for the decision and whether your complaint has/has not been upheld. We aim to determine your complaint with 28 days of conclusion of the investigation.

Still dissatisfied?

If you are still not satisfied with the outcome of your complaint you have a right to ask the Legal Ombudsman to consider your complaint. The Legal Ombudsman is independent and impartial and deals with complaints from consumers about legal service providers. Further information is available at the website www.legalombudsman.org.uk

You can email the Legal Ombudsman at enquiries@legalombudsman.org.uk or write to them at Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. You must complain to us (or, if that is not appropriate, to the Legal Ombudsman) within one year of the matter which gives rise to the complaint. Alternatively, where you have complained to us but are not satisfied, you must complain to the Legal Ombudsman within six months of our last contact with you.

Part III of the Solicitors Act 1974 also contains provisions relating to your right to object to the bill and apply for its assessment by the Court. The Legal Ombudsman will not be able to deal with a complaint about the bill if you have already applied to the Court for assessment.

Concerns about your data

If you are concerned about how this firm processes your personal data you can contact the Information Commissioners Office. Further information is available at the website www.ico.org.uk

Other concerns

If you have concerns about the behaviour of a solicitor of the firm you should contact the Solicitors Regulation Authority. Further information is available at the website https://www.sra.org.uk/consumers/problems/