Regulation
T. Rees & Co is regulated by the Solicitors Regulation Authority as a regulated law firm.
Complaints Procedure
Rees & Co operates a Law Society compliant complaints procedure that is summarised below. T. Rees & Co are committed to providing high quality legal services for their clients but when a client has a complaint the following procedure applies.
- The complaint should be sent in writing to Tim Rees setting out clearly the details of the complaint. The complaint can include a complaint about the firm’s bill. The complaint can be sent by email or letter.
- The complaint will be acknowledged within five working days.
- Tim Rees will then investigate the complaint and review the file.
- The complainant may then be invited to a meeting to discuss the complaint to hopefully resolve the complaint. This will be done within fourteen days of sending the acknowledgement.
- Within five days of any meeting, Tim Rees will write to the complainant to confirm what took place and the solutions that have been agreed.
- If a meeting does not take place, Tim Rees will send a detailed written response to the complainant including any suggestions for resolving the matter within twenty-one days of sending the acknowledgment letter.
- If more time is needed to deal with the complaint, the complainant will be advised of the timescale.
- There will be no charge made in relation to dealing with a complaint.
- Tim Rees will keep a record of any complaints received and review them annually.
- Tim Rees & Co will have eight weeks to consider a complaint. If the complaint has not been resolved within that time period or if you are not satisfied with our handling of the complaint, you can ask the Legal Ombudsman to consider the complaint. The address of the Legal Ombudsman is P.O. Box 6806, Wolverhampton, WV1 9WJ. The phone number is 0300 5550333 and the email address is enquiries@legalombudsman.org.uk.
- You will need to contact the Legal Ombudsman within one year of the issue you are complaining about or if it was longer ago, within one year of you finding out about the issue. These time limits may be extended in certain circumstances. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from T. Rees & Co about the complaint.
