Complaints Policy
At Mair Williams Solicitors, we are committed to providing a high-quality legal service to all our clients. If something goes wrong or you are unhappy with the service you have received, please let us know so that we can address your concerns and improve our standards.
How to Make a Complaint
If you have a concern or complaint, please contact us as soon as possible. You can do so by:
- Email: complaints@mairwilliamscyf.com
- Phone: XXXXX XXXXXX
- Post: Mair Williams Solicitors, Unit 10A, Science Park, Aberystwyth SY23 3AH
Please provide your name, contact details, and a brief description of the issue you are raising.
What Will Happen Next?
- We will acknowledge receipt of your complaint within five working days.
- We will investigate your complaint thoroughly. This will normally involve reviewing your file and speaking with the member(s) of staff who acted for you.
- We aim to respond in full within 28 days of acknowledging your complaint. If we need more time, we will let you know and explain why.
- Our response will set out our findings, any actions we propose to take, and how you can take the matter further if you remain dissatisfied.
If You Are Not Satisfied
If you are not satisfied with our response or we have not resolved your complaint within 8 weeks, you may refer the matter to the Legal Ombudsman, who can independently investigate complaints about solicitors.
You must usually bring your complaint to the Legal Ombudsman:
- Within six months of receiving a final response from us, and
- No more than one year from the date of the act or omission being complained about (or one year from when you should have known about the issue).
Contact details for the Legal Ombudsman:
- Website: www.legalombudsman.org.uk
- Phone: 0300 555 0333
- Email: enquiries@legalombudsman.org.uk
- Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Reporting to the Solicitors Regulation Authority (SRA)
If you are concerned that we have breached the SRA’s professional conduct rules (e.g. dishonesty, unfair treatment, discrimination, or regulatory breaches), you can report this directly to the SRA.
Please note that the SRA does not resolve complaints about poor service — that is the role of the Legal Ombudsman.
Report a concern to the SRA:
Visit: www.sra.org.uk/consumers/problems/report-solicitor
We value your feedback and take all complaints seriously. Thank you for helping us maintain high standards of client care.