COMPLAINTS

How we deal with complaints

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 either our Mr Gavin Rofer or Mrs Jayne Thomas, who are the persons responsible for dealing with client care issues.  You can contact them by post at 11 Ship Street, Brecon, Powys, LD3 9AB, or via email at enquiries@kepperofer.co.uk


What will happen next?


  1. We will send you a letter or email acknowledging receipt of your complaint within a maximum of three days of us receiving the     complaint, enclosing a copy of this procedure.

  2. We will then investigate your complaint. This will normally involve reviewing your file and speaking to the member of the staff who acted for you.  If your complaint relates to a matter where the file has been closed we may need to obtain your file from our archive storage facility, which may take up to five working days.

  3. Mr Gavin Rofer or Mrs Jayne Thomas will send you a detailed reply to your complaint, including his/her suggestions for resolving the matter, within twenty one days of sending you the acknowledgement letter.

  4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a partner who has not had any dealings with your matter to review the initial decision.

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

  6. If you are not satisfied with our handling of your complaint you can contact the Legal Ombudsman (LeO) at the Office for Legal Complaints on 0300 555 0333, or by writing to PO Box 6806, Wolverhampton,   WV1 9WJ. Email: enquiries@legalombudsman.org.uk They can consider your complaint.  Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

The LeO will not normally deal with complaints unless our complaints procedure has been exhausted and allows us to do this within eight weeks.  The LeO asks that you contact their office within six months of your last contact with the firm.  Please note that the LeO will not handle complaints from large businesses (see the LeO website - www.legalombudsman.org.uk).

Objecting to our bill(s)

You may have the right to object to our bill by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974.

Non-payment to our bill(s)

You should be aware that the firm may be entitled to charge interest if all or part of our bill(s) remains unpaid.

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