If something goes wrong, we want to know.

We are committed to providing a quality legal service to all our clients.

When something goes wrong, or a client believes they have reason to complain, it is essential that we have an effective procedure for the complete and early resolution of the problem. Only by doing so can we maintain the standards we have set, and improve them by learning from what may have gone wrong and what our clients tell us.

Making a complaint

Although not essential, it would help us if you could set out your concerns in writing (if you have not already done so). If you would prefer not to, please arrange to see us and we will be pleased to take the details from you.

Please address any complaint to Gareth Edmondson, Managing Director, Amphletts Solicitors, 49 Conway Road, Colwyn Bay LL29 7AN, or call 01492 532296.

What will happen next

1. 1

   Within 5 days of receipt

   We register your complaint on our register, for monitoring and management purposes.

2. 2

   Within 5 days of receipt

   We acknowledge your complaint, set out our understanding of it, ask you to confirm or clarify, and confirm who will deal with it.

3. 3

   Investigation

   We ask the case worker who acted for you to respond within 5 days. We then examine the response and the file against your complaint and, if necessary, speak to the case worker. The firm's client care partner considers your complaint in the light of the file and the case worker's response.

4. 4

   Within 56 days of receipt

   The client care partner writes to you with a detailed response and invites you to meet with us to discuss and, hopefully, resolve your complaint.

5. 5

   Within 5 days of a meeting

   If we meet, we write to you confirming what took place and any solution agreed. If a meeting is declined or impractical, we write again within 5 days to try to resolve the complaint to our mutual satisfaction.

6. 6

   Final position

   If you remain dissatisfied, we write confirming our final position and explaining why we consider our handling of it, and our decision, were reasonable.

The Legal Ombudsman

If you remain dissatisfied at the end of our complaints process, you may contact the Legal Ombudsman, the statutory body to which you can refer your complaint once we have concluded our professional obligation to try to resolve it.

• Post: PO Box 6806, Wolverhampton, WV1 9WJ
• Telephone: 0300 555 0333
• Website: www.legalombudsman.org.uk

The Legal Ombudsman expects complaints to be made within six years of the act or omission you are concerned about, or within three years of you realising there was a concern.

The Solicitors Regulation Authority

The Solicitors Regulation Authority can help 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 another characteristic. You can raise your concerns with the Solicitors Regulation Authority.