Complaints Process

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues.

Making a complaint will not affect how we handle your case.

If you are not happy with the reply provided by the person normally dealing with your case you can refer the matter to our complaints handler, Mr Michael Clode by email at clodem@clodes-solicitors.com  or by post to :

Mr M Clode
Clodes Solicitors
Regus House
Malthouse Av
Cardiff Gate Business Park
CF23 8RU

Mr Michael Clode will consider your complaint and carry out an investigation and will provide an initial response within seven days and provide a final decision within eight weeks.

If the matter is complex and it takes longer to deal with your complaint, we will contact you within seven days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting.

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 and
• 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.
• Visit: www.legalombudsman.org.uk
• 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.

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