Complaints Procedure

If you are unhappy with the level of service provided or any bill, please contact the person dealing with your matter or Rhys Lloyd Thomas, the Principal Solicitor of the firm.

We take complaints very seriously and will aim to deal with these as soon as possible.

What happens with your complaint?

We will send you a letter or email acknowledging your complaint and let you know the name of the person who will be dealing with your complaint. We will then start to investigate your complaint. This may involve one or more of the following steps:

This will happen within 7 days of us completing the investigation;

We will endeavour to deal with your complaint in a way that best suits your needs.


Once you have a final response you may have the right to take your complaint to the Legal Ombudsman. You should raise your complaint with them within six months of our final response to you.

The Legal Ombudsman can accept a complaint within:

  1. A) Six years from the date of act/omission, or
  2. B) Three years from when you should reasonably have known there were grounds for complaint – although
  3. C) They will not accept complaints where the act/omission or date of awareness was before 6th October 2010.

The contact details for the Legal Ombudsman are:

The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

Call: 0300 555 0333 (calls are charged at local rate and will be recorded). If you are calling from overseas, please call

+44 121 245 3050; for the minicom call 0300 555 1777.


Please note the Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.

Further information can be obtained from their website at

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

You can raise your concerns with the Solicitors Regulation Authority

Alternative complaints bodies (Ombudsman Services, ProMediate and Small Claims Mediation) exist which are competent to deal with complaints about legal services.

The details of these can be found at:

Free Enquiry

Book A Consultation

Complete this short enquiry form for a consultation.

    First Name




    Nature of Enquiry

    Brief Details

    By submitting this form you agree to us using your data for the purposes of processing your enquiry. We do not hold the data for any other purpose unless you become a client. We will not use your data for marketing purposes and we do not pass your data on to any third parties.


    I was very pleased with the response from both Alun and Rhys. I needed advice regarding a will quite quickly and was initially responded to at the weekend by phone and then was able to make an appointment to see Alun a few days later.

    Mrs R. Cardiff

    You gave me peace of mind when having to deal with my affairs. You were very patient with me and took me through what was required when my husband passed away.

    Mrs J. Cardiff

    When my husband died I could not face dealing with the administration of the estate and the bereavement itself. I found Mr Thomas most caring and helpful. Thank you very much.

    Mrs E, Cardiff

    I hate paperwork and I am really pleased I can use a solicitor who I can trust and can talk to personally

    Ms J. Cardiff

    Having recently had the need to discuss my affairs with Mr Thomas, solicitor, I recommend this gentleman for his professionalism, integrity –care and understanding of the needs of his clients, and his truthful advice.

    Mr P. Penarth.