1. We strive to provide a high quality, friendly and efficient service to meet all client needs.  If, at any time, you believe that our service to you could be improved, or if you are dissatisfied with any aspect of our service or you have a complaint about a bill, please raise the issue immediately with Claudia Le Gros (Managing Partner) or Bethan Sadler (Partner) at 22 Windsor Place, Cardiff, CF10 3BY or by email to claudia@legrossolicitors.com or bethan@legrossolicitors.com who will fully investigate your concern.

2. We have eight weeks to consider your complaint.  If we have not resolved it in this time or you are not satisfied with how we address and deal with your complaint, you can ask the Legal Ombudsman to consider the complaint.  If you wish to contact the Legal Ombudsman you should visit their website www.legalombudsman.org.uk, call them on 0300 555 0333, or write to them at PO Box 6167, Slough, SL1 0EH.  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, if we do not deal with your complaint within eight weeks, six months after the expiry of the eight week period.

3. Within three working days of us receiving your complaint, we will send you an email or letter acknowledgement.  We will also let you know the name of the person who will be dealing with your complaint ("the Complaints Partner").  

4. Should you not be satisfied with our final response, you can contact The Legal Ombudsman (using the details set out in paragraph 2).  The Legal Ombudsman will look at the complaint independently and it will not affect how we handle your case.  Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve the complaint with us first.

​

5. You must take your complaint to the Legal Ombudsman:
 

5.1. within six months from the date of the final response from us
 

and

5.2. no more than one year from the date of the act or omission;
 

or

5.3. no more than one year from when you should reasonably have known there was cause for complaint.

Additional points

6. If your complaint relates to our bill, you may also have the right to apply to the court for an assessment of a bill under Part III of the Solicitors Act 1974.  This process is called "detailed assessment".  Strict time limits are applicable to this procedure and you may therefore wish to seek independent legal advice.

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

8. Please be aware that, if you are late paying our bills, we may also be entitled to charge interest on the amounts owing as set out in paragraph 5.1 above, notwithstanding the reason for the non-payment.

9. 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 by visiting their website https://www.sra.org.uk/consumers/problems/report-solicitor/.

Last updated: 14 July 2025