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Complaints policy


Any expression of dissatisfaction about the service you have received from Vale Solicitors  will be considered seriously and we will ensure that we respond promptly to any complaint.

Vale Solicitors are committed to providing a professional, efficient and courteous service to all our clients.  If you feel that we have failed to achieve an acceptable standard of service we want you to tell us.  We regard it as an opportunity to monitor and improve our quality of service.  We will investigate your concerns objectively and try to generate a positive and speedy solution.

What To Do If You Have A Complaint About The Service We Have Provided

If you are not happy with the reply provided by the person normally dealing with your case you can refer the matter to any of our Directors  namely Chris Evans, Jon Hewitson or Michael Morgan .

They  will consider your complaint and carry out an investigation and will provide a proposed solution within ten business days. If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business 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.

If, following investigation you remain dissatisfied with the response then your complaint may be referred to us  by email  to any of the directors  or by post to 1 Boverton Road, Llantwit Major, Vale of Glamorgan CF61 1XZ

If there are any circumstances which make it difficult for you to make a complaint in writing, please telephone any of the directors  who will do all they can to assist you. They will ensure that your complaint about the service provided by Irwin Vale Solicitors  is carefully examined and resolved as quickly as possible.

Referral To The Legal Ombudsman

If you are not satisfied with the final response of our Directors  you may refer your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

The Legal Ombudsman’s contact details are as follows:

Telephone: 0300 555 0333
From overseas: +44 121 245 3050

Legal Ombudsman
PO Box 6806

If you are concerned about our professional behaviour, for example you believe we have been dishonest or deliberately over charged you or you believe we have discriminated against you, you may be able to complain to the Solicitors Regulation Authority. Here is the link to their site:

This policy and complaints procedure is implemented in accordance with the requirements of the Solicitor Regulation Authority rule on complaints handling and is notified to clients in our Terms and Conditions of Business.