Complaints

Complaints procedure

We are committed to high quality legal advice and high standards of client care. But things can go wrong, and if they do, we need you to tell us about it, so that we can do what we can to resolve the problem.

Firstly, contact the Partner supervising our work for you. They will investigate, and try to resolve the issue to everyone’s satisfaction.

If that fails, or you would like to make a formal complaint, contact Elin Pinnell (our Managing Partner) by e-mail to e.pinnell@capitallaw.co.uk or by post to our Cardiff office. Our Complaints Policy can be found here.

The Solicitors Regulation Authority can also help if you are concerned about our behaviour. You can raise your concern at:

https://www.sra.org.uk/consumers/problems/report-solicitor.page

 

What to do if we cannot resolve your complaint:

The Legal Ombudsman can help you if you remain dissatisfied by our response to your complaint . They will look at your complaint independently, and their work 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 wish to complain to the Legal Ombudsman, you must do so within six months of receiving our final written response to your complaint, within six years from the act or omission giving rise to your complaint, or within three years from when you should reasonably have known there was cause for complaint.

The  Legal Ombudsman’s contact detail are as follows: –

Legal Ombudsman
PO Box 6806
Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333 between 9am to 5pm

Email: enquiries@legalombudsman.org.uk

website: www.legalombudsman.org.uk

If your complaint relates to a contract we entered into online or by other electronic means, and we are unable to resolve it, then, if you are a consumer, you may be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK. Please see here for access to the online dispute resolution (ODR) platform.