Gabb and Co
Complaints Handling Policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a complaint, please contact us with the details. You can make your complaint in writing, or come and talk to us about it. We will address all complaints, whether made by our clients, or by people on behalf of our clients, or by third parties who feel that they have been affected by the services we provide.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three working days of us receiving the complaint, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Myles Davies in our Abergavenny office, who will review your matter and speak to the member of staff who acted for you.
- Myles Davies will then either write to you with his findings (including any suggestions he has for resolving the matter) and/or invite you to a meeting to discuss your complaint. He will do this within fourteen days of sending you the acknowledgement letter.
- Within five working days of the meeting, Myles Davies will write to you to confirm what took place and any solutions he has agreed with you.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Partner to review the decision.
- We will write to you within fifteen working days of receiving the request for a review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6167, Slough SL1 0EH about your complaint. Any complaint to the Legal Ombudsman about our service must usually be made within twelve months of the complaint first being made and within six months of receiving a final response to the complaint from us. For further information you should contact the Legal Ombudsman (0300 555 0333 or refer to www.legalombudsman.org.uk).
If we have to change any of the timescales above, we will let you know and explain why.
Contact details
32 Monk Street Old Bank House
Abergavenny Beaufort Street
Monmouthshire Crickhowell
NP7 5NW Powys NP8 1AD
Tel: 01873 852 432 Tel: 01873 810 629
Fax 01873 857 589 Fax: 01873 810 485
Regulated by the Solicitors Regulation Authority ID No. 47699
