Early Resolution if you are dissatisfied with our service

We pride ourselves on providing excellent customer service. If however you are dissatisfied we would urge you to discuss your concerns with the person who has conduct of your case. We will make every effort seek to understand your concerns and to provide a suitable resolution for you.

Complaints Handling Procedure

If you are still not happy then this procedure explains how we will investigate your complaint and try to resolve it. It is intended to ensure that we do this fairly, effectively and swiftly, and to help us continually improve our services wherever possible.

If you have a complaint please address this to Mr. John Erasmus who is the Client Care Officer for the practice. He can be contacted by phone on 01495 243268 or by post at Granville-West Chivers & Morgan, Somerset Chambers 1 Tynewydd Terrace, Newbridge, Caerphilly, NP11 4LS. If however, your complaint is about Mr. John Erasmus, please contact our Senior Partner, Mr. John Cox-Healey, who can be contacted by phone on 01495 217070 or by post at Granville-West Chivers & Morgan, 49 Church Street, Abertillery, NP13 1DB.

What will happen next?

  • On receipt of your complaint, it will be forwarded to our Client Care officer who will not only endeavour to find a solution as quickly as possible, but will also review our procedures and protocols, identifying any areas for improvement. In order to track your complaint, we will record it in a central register and open a separate file for your complaint. This way, regardless of what has triggered your initial concern, we will be able to record and manage the matter.
  • The Client Care officer will write to you acknowledging receipt of your complaint within 2 working days and will enclose a copy of this procedure . It may be necessary for him to contact you by telephone if he requires any clarification in relation to the complaint.
  • The Client Care officer will then investigate your complaint. He will review your file, gather appropriate evidence, speak to the person who acted for you and, if necessary, interview others.
  • Upon conclusion of the investigation, the Client Care officer may invite you to meet to discuss your complaint and the suggestions for resolution of your complaint. If you do not want a meeting or it is not possible, he will send you a detailed written reply to your complaint. This will include proposals for resolving the matter, and will be sent to you within 21 days of the acknowledgement letter.
  • At this stage, if you are still not satisfied, you should contact us again and we will arrange for our Senior Partner or Compliance Officer for Legal Practice to review the decision.
  • We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If we have to change any of the timescales above, we will let you know and explain why. We very much hope that we can resolve your complaint internally and improve our service as a result.

If we cannot resolve your complaint to your satisfaction by making use of our internal procedure then you can contact:

The Legal Ombudsman,
PO Box 6806,
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Web: https://www.legalombudsman.org.uk/

Note that the Legal Ombudsman recommends that you first direct your complaint to us and allow us 8 weeks to give you our Final Response letter. You should be aware of the time limits that the Legal Ombudsman service has. You should take your complaint to them within 6 months of the date of our Final Response and usually no longer than 12 months from the date of the conduct that is complained of, or the time when you are reasonably expected to have known about it. More details are available on the Legal Ombudsman website.