Emrys Jones & Co. Solicitors

Complaints Procedure

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the detail set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 7 working days of us receiving your complaint.
  2. We will then start to investigate your complaint. This will normally take up to 14 working days and will involve the following steps
    • We will pass your complaint to Mr Thistlethwaite, the Principal.
    • He will then examine the reply and the information in your complaint file. If necessary, he may also speak to the staff member dealing with your complaint.
  3. We will then send a detailed reply to your complaint. This will include our suggestion for resolving the matter. We will do this within 7 working days of completing our investigation.
  4. At this stage, if you are still not satisfied we will invite you to visit our offices and discuss and, we hope, resolve your complaint. Within 7 working days of the meeting wil will write to you to confirm what took place.
  5. Failing to resolve the complaint during the meeting we will then arrange to review our decision. This will happen in one of the following ways:
    • The principal, Mr B W Thistlethwaite, will review the decision within 14 working days.
    • We will invite you to agree to independent mediation within 7 working days, the costs of which will be halved between you (the client) and Emrys Jones & Co. We will let you know how long this process will take.
  6. We will let you know the result of the review within 7 working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. If you are not satisfied, you can contact the Legal Ombudsman about your complaint. Their address is Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or www.legalombudsman.org.uk. The time limit for raising this matter with the legal ombudsman is six months from the end of this firm's procedure.
  7. We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

    If you would like to make a formal complaint, then you can read our full complaints procedure, see above. Making a complaint will not affect how we handle your case.

    What to do if we cannot resolve your complaint

    The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

    Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

    • Within six months of receiving a final response to your complaint
    • No more than six years from the date of act/omission; or
    • No more than three years from when you should reasonably have known there was cause for complaint.

    If you would like more information about the Legal Ombudsman, please contact them.

    Contact details


    Call: 0300 555 0333 between 9.00 to 17.00.

    Email: enquiries@legalombudsman.org.uk

    Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

    What to do if you are unhappy with our behaviour

    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 other characteristic.

    Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.