Full Complaints Procedure

In accordance with the Solicitors’ Code of Conduct 2011, all solicitors are under a duty to operate a complaints handling procedure.

At the outset of your case, you were informed who would be responsible for the day-to-day conduct of your case. You were also informed that where there was any aspect of this firm’s services about which you were unhappy, and which could not be resolved between you and the person dealing with your file, then the matter would be passed to Alun Thomas or Richard John, depending upon who the complaint was made against.

This page sets out this Firm’s complaints handling procedure, which you are required to receive to comply with the above Rule.

Complaints Procedure

At Alun Thomas & John, we are prepared to receive complaints made by any reasonable means. Generally, this will be in the form of a verbal or written complaint. In each case, the complaint it will be recorded in our Complaints Register. The file and complaint will be passed immediately to Alun Thomas unless the complaint is made against him in which case it will be passed to Richard John. A letter acknowledging receipt of the complaint will be sent to you within 3 days of receipt enclosing a copy of this complaints handling procedure.

Upon receipt of the complaint, you will be invited to provide full details or further details either in writing or by interview. Normally, this will take place before the appropriate Partner considers the file. Having obtained full details, the file will be considered and the person who is responsible for the file will also be seen by the Partner dealing with the complaint.

Once the Partner has considered the complaint and seen the person responsible for the file, you will receive a detailed written response. We aim to investigate and respond to any complaint received within 14 working days. If the complaint is found to be valid, you will receive a detailed response from the Firm including suggestions for resolving the matter. We hope to let you have this detailed response within 21 days of acknowledging your complaint. However please be aware that we are entitled to take up to 8 weeks to sort out a problem from the time you raise the matter with us. If you are satisfied with the way in which the complaint has been dealt with then normally, the person who has day-to-day conduct of the case will continue with the file.

If you are still not satisfied, you can then contact the Legal Ombudsman. His details are:


The Legal Ombudsman
PO Box 6167

Telephone number 0300 555 0333 between 9am to 5pm
Email: enquiries@legalombudsman.org.uk.

Any complaint to the Legal Ombudsman about our service must usually be made:-
(a) within six months of receiving a final response to your complaint; and
(a) No more than six years from the date of act/omission; or
(b) No more than three years from when you should reasonably have known there were cause for complaint.

You may also be entitled to object to the bill by applying to the court for an assessment of the bill under Part 3 of the Solicitors’ Act 1974. The Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of it. However, if all or part of a bill remains unpaid, we may be entitled to charge interest.