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Gartsides Solicitors

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Complaints Procedure

Our Complaints Policy


Gartsides is committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. We welcome feedback from our clients as this gives us an opportunity to monitor and improve our standards and level of service. A Complaints Procedure has been set up to address any complaints from clients and resolve concerns.


Our Complaints Procedure


If you are unhappy about the service you have received, or any bill that has been rendered, please contact our Complaints Partner, Sian Lewis, by email at slewis@gartsides.com or by post to Gartsides, Rother House, 11 Nevill Street, Abergavenny, .Monmouthshire, NP7 5AA.


Sian will send you a letter acknowledging receipt of your complaint within 7 working days of receiving it, enclosing a copy of this Procedure.


She will then start to investigate your complaint and will respond within 28 days. Any solutions that are agreed with you will be confirmed in writing.


If we are unable to resolve your problem to your satisfaction, or we fail to deal with your complaint within 8 weeks, or if you object to any bill, you can also contact the Legal Ombudsman on 0300 555 0333 or by post at PO Box 6806, Wolverhampton, WV1 9WJ or by email on enquiries@legalombudsman.org.uk. For more information, you can also go to www.legalombudsman.org.uk.


Normally, you will need to bring any complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint, or, if we do not deal within 8 weeks, 6 months after the expiry of the 8 week period for dealing with that complaint. You may also apply to the Court for an assessment of your bill under part 3 of the Solicitors Act 1974. However, the Legal Ombudsman may not consider a complaint about the bill if you have applied to the Court for assessment of the bill.


If you have concerns about our professional behaviour, e.g. you believe that we have been dishonest or deliberately overcharged you, or you believe that we have discriminated against you, you may be able to complain to the SRA.


This Policy and Complaints Procedure is implemented in accordance with the requirements of the SRA Rule on Complaints Handling and is also notified to clients in our Terms and Conditions of Business.