Costley and Partners were founded in 2003 with originally 4 Partners who all worked in the legal profession within the local area prior to the Partnership being formed, with a passion to deliver excellent professional legal advice to the local community and beyond.
The 3 remaining Partners and their experienced legal team are still as committed today in providing the best legal advice, tailor made to their large and expanding client base in all areas of Criminal Law, Children and Family Law, Wills and Probate and Conveyancing matters.
Our Complaints Policy
Costley and Partners 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. 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 Mr Andrew Costley by email at : email@example.com or by post to Costley and Partners, 93 Cardiff Road, Caerphilly, CF83 1WS.
Mr Costley will send you a letter acknowledging receipt of your complaint within 7 working days of receiving it, enclosing a copy of the procedure.
Mr Costley 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.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman
- Within 6 months of receiving a final response to your complaint
- No more than 6 years from the date of act/omission; or
- No more than 3 years from when you should reasonably have known there was cause for complaint. If you would like more information about the Legal Ombudsman, please contact them.
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 5550333 or by post at PO Box 6806, Wolverhampton WV1 9WJ or by email - firstname.lastname@example.org
More information can also be found at 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. 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, for example you believe that we have been dishonest, or deliberately over charged 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 letter.