Complaints Procedure

We are committed to providing a high-quality legal service to all our clients.  However, we acknowledge that we may not always get it right so when something goes wrong, we need you to inform us immediately to enable us to do our best to resolve the issue. This will help us improve our standards of service.


If you have any concerns regarding the service you have received you should initially raise this with the member of staff concerned or, if you do not feel that you wish to discuss this with him or her, the person responsible for the overall supervision of the work.

If you do not wish to speak to them, or you are not satisfied with the response you have received, you should contact Ken Radley-Davies who is a member of our Client Care Team,  on 01600 775950 or via email at or by post to Gwyn James Solicitors, 15 Church Street, Monmouth NP25 3BX.

To help us to understand your complaint and in order that we do not miss anything, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint; and
  • your file reference number (if you have it)


  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. The letter will confirm who is dealing with your complaint, our understanding of what your complaint is and the timescale for dealing with it. The person investigating your complaint will not be someone who has been involved in the matter.
  3. We will record your complaint in our central register and open a separate file for your complaint. We will do this within three days of receiving your complaint.
  4. We will fully investigate your complaint which will usually involve reviewing your file and other relevant documents and speaking to the member of staff concerned. If we require any additional information from you, we will let you know as soon as we can.
  5. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to.  We will be happy to discuss the matter with you on the telephone.
  6. We will write to you at the end of our investigation to tell you what we have done and, where appropriate, what suggestions we have to resolve the matter. Where possible we will aim to do this within 28 days of sending you the acknowledgement letter or the date by which we have agreed with you the matters of concern if clarification is needed.
  7. If we are unable to complete our investigation within 28 days, we will contact you to explain why and provide you with a revised date when we hope to provide a substantive response to your complaint.
  8. If you are not satisfied with the outcome of our internal investigation, you can request an internal review by someone unconnected with the matter to review the decision. You must request the internal review within 14 days of our substantive response and explain why you are of the opinion that our internal investigation was not correct.
  9. An acknowledgement will be sent to you within 3 working days of receiving your request for an internal review. We will aim to complete our internal review and provide you with our decision within 28 days of this acknowledgement.
  10. 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.
  11. If you are not satisfied with our handling of your complaint you can contact the Legal Ombudsman.


You will not be charge by us for investigating your complaint.


If your complaint cannot be resolved under our internal complaint’s procedure, you may take it to the Legal Ombudsman. In most cases, you will have to do this within 6 months of receiving our substantive response to your complaint and the issue you wish to complain about happened on, or after, 6th October 2010, or if the issue happened before 6th October 2010, you only became aware of it on or after 6th October 2010.

If you are unsure about these time limits and how they apply to your matter, please contact the Legal Ombudsman’s office, using the contact details shown below, to clarify the position.

Further information on the Legal Ombudsman service can be obtained from: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ. Tel: 0300 555 0333.

There are other Alternative Dispute Resolution (ADR) approved bodies, such as ProMediate, that are competent to deal with complaints about legal services. The matter can be referred to them if we both agree to use the scheme. We do not agree to use the scheme but are obliged from 1st October 2015, under European DIRECTIVE 2013/11/EU to make you aware of an ADR approved body.


The Solicitors Regulation Authority can help you if you are concerned about our behavior. This could be for issues relating to dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Gwyn James Legal Limited is authorised and regulated by the Solicitors Regulation Authority (630145)