Anthony and Jarvie is committed to offering all clients an efficient and effective service at all times. When something goes wrong we need you to tell us about it. This will help to improve our standards. Whenever possible please raise any initial client care problems with the person acting for you to afford them the opportunity of resolving matters with you. Often, matters can be quickly resolved in this way.

If you are unhappy about any aspect of the service which you have received, including a problem with the firm’s bill, please contact Gordon Kemp our Client Care Partner by telephone on 01656 652737 or by post to our office at 6 Court Road Bridgend CF31 1BW or by email to gckemp@anthonyandjarvie.co.uk .

Our Procedures

  1. We will send you a letter acknowledging receipt of your complaint within 5 working days of us receiving the complaint, enclosing a copy of this procedure and we will ask you to confirm or explain details.
  2. We will then record your complaint in our central register and open a file for your complaint.
  3. We will then start to investigate your complaint. Mr Kemp will review your matter file and he will speak to the member of staff who acted for you. He will ask them, where appropriate, to respond to the complaint. He will then examine their reply and the information contained in the file.
  4. We may invite you to meet with Mr Kemp and hopefully resolve your complaint.
  5. If you do not want a meeting, or if this is not possible, Mr Kemp will send you a detailed written response to your complaint including his suggestions for resolving the matter within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied you should contact us again and we will arrange for another Partner to review the decision.
  7. We will write to you again within 14 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.
  8. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows:

Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ

Website : www.legalombudsman.org.uk

Tel: 0300 555 0333

Email : enquiries@legalombudsman.co.uk

For the Legal Ombudsman to deal with your complaint the problem must ordinarily have occurred after 5th October 2010.

Normally you will need to bring a complaint to the Legal Ombudsman within the following timescales:

a) Six years from the date of the act or omission about which you are complaining occurring, or

b) Three years from the date you should reasonably have known there were grounds for complaint (if the act/omission took place before 6th October 2010 or was more than six years ago), and

c) Within six months of receiving a final written response from us about your complaint.

In relation to a) and b) the act/omission, or when the complainant should reasonably have known that there was cause for complaint must have been after 5th October 2010.

 

We would hope that this does not become necessary and that we can resolve matters between ourselves.  If this is not the case however, we would be happy to provide you with the necessary information to make such a complaint.

 

  1. If we have to change any of the above timescales, we will let you know and explain why.

 

Please Note

 The complaints procedure also includes complaints arising concerning our bill.  There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; The Legal Ombudsman may not consider a complaint about a bill if you have applied to the Court for assessment of that bill.