Complaints Handling Policy

Our complaints 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.

If you have a complaint, please contact us with the details.

What will happen next?

      i.        We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

    ii.        We will then investigate your complaint. This will normally involve passing your complaint to our client care director, Mr Christopher Bates, who will review your matter file and speak to the Solicitor who acted for you.  If your complaint is about Mr Christopher Bates then the matter will be referred to Mr Richard Morris who will adopt the procedures set out below.

   iii.        Mr. Bates will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

    iv.        Within three days of the meeting, Mr. Bates will write to you to confirm what took place and any solutions that he has agreed with you.

     v.        If you do not want a meeting or it is not possible, Mr Bates will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 

    vi.        At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review your complaint and the suggestions made by the client care partner.

  vii.        We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

 viii.        If you are still not satisfied, you can contact:

Legal Ombudsman,
PO Box 6806,
Wolverhampton,
WV1 9WJ

about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.

Get in touch

To see how we can assist you

Information

We offer a wide range of legal services in Aberystwyth, Llandrindod Wells and Knighton to cater for your private and business needs. 

 

Get in Touch

AddressPO Box 1, Ffordd Alexandra Road, Aberystwyth SY23 1PT (DX 92100 Aberystwyth) Telephone01970 625566

For details about how and when a complaint can be made to the Solicitors Regulation Authority (SRA), please click on the SRA Digital Badge below



MORRIS AND BATES IS A TRADING NAME OF MORRIS AND BATES LIMITED COMPANY REGISTRATION NUMBER: 07393758 REGISTERED OFFICE: SWYDDFA MORRIS AND BATES, FFORDD ALEXANDRA, ABERYSTWYTH, CEREDIGION, SY23 1PT. A LIST OF DIRECTORS IS AVAILABLE AT THE REGISTERED OFFICE. AUTHORISED AND REGULATED BY THE SOLICITORS REGULATION AUTHORITY. OFFICES IN ABERYSTWYTH, LLANDRINDOD WELLS AND KNIGHTON, WALES 

Important Note

Morris & Bates Limited company reference number 07393758 t/a Morris and Bates (VAT No 326 8216 57) is regulated by the Solicitors Regulation Authority (SRA No.552054). Established in the UK, the company is responsible for compliance with the solicitors rules which are available online at www.sra.org.uk.

The firm has Professional Indemnity Insurance in respect of services provided in England & Wales or anywhere in the world. Its insurance broker is Brunel Professions Ltd, 3 Temple Quay, Temple Back East, Bristol, BS1 6DZ