YSTRAD MYNACH 01443 816622

​​CAERPHILLY 02920 864888

We are committed to providing a quality legal service to all our clients. If there is any aspect of our service or our bills with which you are unhappy, please tell us about it. This will help us to improve our standards. If you have a complaint, please raise this with the legal adviser responsible for your matter or, if you prefer, with our Managing Partner, Mr Stephen Jones. He can be contacted at our Caerphilly office on 02920 864888. Alternatively, you may put your complaint in writing to - Caswell Jones, Portcullis House, 18 Cardiff Road, Caerphilly CF83 1JN or email sdj@caswelljones.com

What happens next?

1. We will acknowledge receipt of your complaint within 4 working days of receipt. We will explain the options to resolve the complaint, set out a realistic timescale for resolving the complaint depending upon the scale of the complaint and confirm the next steps we will take. We will also send you a copy of this Complaints Procedure Information Sheet.
2. The complaint will then be investigated fully.
3. We will respond within the timescale setting out our reply to your complaint
4. There is no charge for handling the complaint.

If your complaint cannot be resolved to your satisfaction, you have a right to refer your complaint to the Legal Ombudsman which is an independent complaints body that deals with legal services complaints. The Legal Ombudsman will firstly try to resolve your complaint informally. If this is not possible, they will investigate your complaint formally. If you accept the decision of the Legal Ombudsman, it will be final and binding upon you.

If the Legal Ombudsman agrees that our service has been unsatisfactory, we can be asked to do any of the following :
Apologise to you
Return any documents you might need
Put things right if possible
Refund or reduce legal fees
Pay you compensation for loss, inconvenience or distress (up to £50,000).

If the legal adviser has been negligent or has discriminated against you, you may be able to take legal action against them as well as complaining to the Legal Ombudsman. You will need to take independent legal advice.

If your complaint is about our bill, you have a right to assessment of the bill by the Court under Part III of the Solicitors Act 1974. There are rules about the timescale for using this procedure. If you have applied to the Court for assessment of the bill, the Legal Ombudsman may not consider a complaint about the bill.

We have up to 8 weeks to deal with the complaint.
You have up to 6 months from the date of our final response letter to contact Legal Ombudsman if you are unhappy with our final response, or if we have not responded within 8 weeks.

You can contact Legal Ombudsman at :
Legal Ombudsman, P O Box 6806, Wolverhampton WV1 9WJ
Tel 03005550333 - Monday to Friday 8.30am - 5.30pm
Website - www.legalombudsman.org.uk
Email - enquiries@legalombudsman.org.uk

If you are a customer and we have made a contract with you by electronic means you may be entitled to use an EU dispute resolution service to assist with any contractual dispute you may have with us. That is at http://ec.europa.eu/odr.