Complaints policy and procedure


  1. We are committed to providing a high-quality legal advice and client care. We acknowledge that we may not always get it right so if you are unhappy with any element of the service provided to you, including in relation to the bill, please tell us.
  2. How do I make a complaint?
    1. You can contact our Complaints Officer, Talia Atkins, on +44 (0) 292 22 409 020 or by email at Alternatively, you can write to Talia Atkins at Novello Law, Cardiff Marine Village, Penarth Road, Cardiff CF11 8TU.
    2. To help us to understand your complaint, and in order that we do not miss anything, please tell us:
      1. your full name and contact details;
      2. what you think we have got wrong;
      3. what you hope to achieve as a result of your complaint; and
      4. your file reference number (if you have it) and the name of the fee earner dealing with your matter.
    3. If you require any help in making your complaint, we will try to help you.
  3. How will you deal with my complaint?
    1. We will record your complaint centrally.
    2. We will write to you within five working days acknowledging receipt of your complaint and enclosing a copy of this policy.
    3. We will investigate your complaint. This will usually involve:
      1. reviewing your complaint;
      2. reviewing your file(s) and other relevant documents; and
      3. speaking with the person who dealt with your matter.
    4. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
    5. We will update you on the progress of your complaint at appropriate times.
    6. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
    7. We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within ten working days of the date of our letter of acknowledgement and in any event within 8 weeks of receipt of your complaint.
  4. What if I am not satisfied with the outcome?
    1. If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.
    2. If we are unable to resolve the complaint within 8 weeks of receipt of your complaint or our complaints procedure has been exhausted, we confirm our willingness to engage in Alternative Dispute Resolution (ADR) and suggest Promediate. There are a number of other approved ADR providers and you may wish to submit your complaint to one of these providers. A list of ADR providers can be found at
    3. If your complaint has not been resolved to your satisfaction within 8 weeks of receipt of your complaint, you can also ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
      1. by post at PO Box 6806, Wolverhampton, WV1 9WJ;
      2. by telephone: 0300 555 0333; or
      3. by email:
    4. You must usually refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website:
  5. What will it cost?
    1. We will not charge you for handling your complaint.
    2. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
    3. The Legal Ombudsman service is free of charge.