Client Complaints Handling Procedure

Our Policy

At Greenaway Scott we are committed to providing a high-quality legal services andclient care to all of our clients. Should you feel that the services we provide are not sufficient, please tell us about it. This will help us to improve our level of standards and ensure that we provide you with the service you are entitled.

Who to contact

If you are unhappy with any aspect of the client care, cost or legal services provided, please raise your concerns with the director/lawyer in charge of the provision of services being carried out, this can be provided to the client on request.

However we understand that you may want your complaint or concern to beformally investigated particularly if you feel you are unable to discuss a particular matter with your contact or are unsatisfied with their response.

If you would like your complaint formally investigated please contact:
Naya De Jesus, Greenaway Scott Limited
The Loft at the Maltings, East Tyndall Street, Cardiff, CF24 5EZ.

Email: ndejesus@greenawayscott.com
Direct Dial: 029 2009 5555

The Procedure

  • Your complaint has been received, you will receive written acknowledgement within 5 working days.
  • The responsibility for investigating your complaint will then be assigned to the member of the firm best placed to carry out the investigation. The designated member will then review your file and speak to those who carried out the work.
  • You may be invited to a meeting to discuss, and hopefully resolve, your complaint. If we propose a meeting you will be contacted within 14 days of the sending of the acknowledgement letter to schedule the meeting. If a meeting takes place we will then write to you within 5 days after it takes place confirming what took place and setting out any solutions which were agreed with you.
  • Alternatively, if a meeting is not appropriate, or you do not wish to meet, we will send you a detailed reply to your complaint setting out any suggestions for resolving the matter. We would normally expect to send this reply within 21 days of sending you the acknowledgement letter. If we are not able to send you a full reply within that period we will update you and tell you when we expect to be able to write to you again.
  • If you are unhappy with the outcome of our complaints handling procedure please let us know and we will arrange for it to be reviewed by another Director. Alternatively you are free to contact the Legal Ombudsman as described below.

What will it Cost?

  • We will not charge you for handling your complaint.
  • Please note that if we have issued a bill for work completed on the matter in question, and all or a proportion of that bill is not yet paid, we may be entitled to charge interest on the amount outstanding in line with our terms and conditions.
  • The Legal Ombudsman Service is free of charge.

The Legal Ombudsman

If you are dealing with us as a private individual or are a very small business, charity, club or trust then you may have a right to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman is an independent organisation with powers to resolve complaints about legal services when issues have not been resolved between an individual and their lawyer. The service is open to members of the public and very small businesses, charities, clubs, and trusts.

In order to refer a complaint to the legal ombudsman you usually have to wait 8 weeks from the initial complaint, but you may do so earlier if we have notified you of our final decision and you remain dissatisfied.

If you wish to contact the Legal Ombudsman please address all correspondence to:
Address: PO Box 6806
Wolverhampton
WV1 3WJ

Email: enquiries@legalombudsman.org.uk
Phone: 0330 555 0333
Website: www.legalombudsman.org.uk

Please note - If you do not refer your complaint to the Legal Ombudsman within that 6 months of receiving your final response, then your complaint may not be accepted by the Ombudsman. You may also lose your right to refer a complaint to the Legal Ombudsman if more than six years have passed since the event(s) about which you want to complain, or if more than three years have passed since you should have realised that you had a possible complaint.

It is important that you act promptly if you think you are entitled to refer a complaint to the legal ombudsman.

Complaints about costs

If your concern relates to aninvoiced raised then you have the right to apply to the court for an assessment of the invoice under Part III of the Solicitors Act 1974. Please note that the Legal Ombudsman may decide not to consider any complaint you may have about a bill which has already been referred to the court for assessment.