Complaints Procedure

OLS Solicitors Limited – Complaints Policy

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, 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 at this stage. If you would like to make a formal complaint, you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

Our Complaints Policy

OLS Solicitors is committed to providing a high-quality legal service to all our clients. When something goes wrong, we want you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed.

Please address your concerns in writing to:

Lara Davies
OLS Solicitors
12 Murray Street
Llanelli
Carmarthenshire
Wales
SA15 1DZ

Or via email: [email protected]

If your complaint relates to Ms Davies, we will arrange for another suitably qualified person to handle your complaint.

What Will Happen Next?

1. We will review your submission and acknowledge receipt of your complaint within five working days. If you have special requirements due to a disability, please let us know so we can accommodate alternative arrangements.
2. We will then investigate your complaint. This will normally involve passing it to our complaints handling partner, Lara Davies, who will review your matter file and speak to the member of staff who acted for you.
3. Lara Davies will respond to you in writing or by phone within 14 working days of sending the acknowledgement. If a call takes place, she will write to you within seven working days to confirm what was discussed and any agreed solutions.
4. A detailed written reply to your complaint, including any proposed resolution, will be sent within 21 working days.
5. If you remain dissatisfied, please contact us again explaining why you are unhappy with our response, and we will review your comments.
6. We will write to you within 14 working days of receiving your request for a review, confirming our final position and explaining our reasons.
7. If you are still not satisfied, you may contact the Legal Ombudsman using the details below.

Please note: Our timescales may be amended depending on the complexity of the matter. If this happens, we will notify you and explain why.

What to Do If We Cannot Resolve Your Complaint

The Legal Ombudsman can help if we are unable to resolve your complaint within eight weeks of it being made. They will review your complaint independently, and this will not affect how we handle your case.

Before accepting a complaint, the Legal Ombudsman will check that you have tried to resolve the issue with us first.

You must refer your complaint to the Legal Ombudsman:

• Within six months of receiving our final response

From 1 April 2023, complaints must be made to the Legal Ombudsman within one year of the act or omission complained about, or within one year of when you realised there was a concern.

Legal Ombudsman Contact Details

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333 (9am – 5pm)
Email: [email protected]

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Please Note Before Contacting the Legal Ombudsman

1. If your complaint relates specifically to our bill, you may apply for an assessment under Part III of the Solicitors Act 1974. If the court is assessing the bill, you may be unable to use the Legal Ombudsman service.
2. If you are a business client and not a “micro-business” (as defined by the EU), you may not be eligible to use the Legal Ombudsman scheme.
3. If you are a trustee, personal representative, or beneficiary, time limits are assessed based on when the deceased or complainant reasonably became aware of the issue.
4. The Ombudsman may extend time limits in exceptional circumstances, such as serious illness.

Alternative Dispute Resolution

Alternative complaints bodies such as ProMediate exist and are ADR certified to deal with complaints about legal services.

We do not agree to use ProMediate, as the Legal Ombudsman already operates in a similar way.

The Solicitors Regulation Authority

The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour, such as dishonesty, misuse of client money, or unfair treatment due to age, disability, or other protected characteristics.

You can raise concerns directly with the Solicitors Regulation Authority.