Complaints Procedure

Information

Tree Law intend to provide an excellent service however, if at any point you are unhappy with the service you have received, please let us know and we will do our best to resolve the problem.

If you are unhappy with any aspect of the service which you have received or the costs which you have been charged, you can raise your concerns immediately with the person who has had conduct of your matter.

However if you want your concerns to be more formally investigated, particularly if your complaint relates to the person handling your matter, please contact us in writing either via email to compliance@treelaw.co.uk or by post at:

Tree Law Ltd, Platform 11, Engine Room, The Innovation Quarter, The Waterfront, Barry, Vale of Glamorgan, CF62 5QL. It would be helpful if you could include the following within your complaint:

Your full name and contact details;
Details of where you feel Tree Law Ltd failed to act appropriately;
What you hope to achieve as a result of your complaint; and
The file reference number connected to the conduct which has caused your complaint

1. We will send you a letter or email acknowledging your complaint within three working days of receipt. We may also ask you to confirm or explain any details.

2. Your complaint will be recorded internally.

3. Your complaint will be reviewed by either the CEO or Managing Partner of Tree Law Ltd depending on who is best placed to carry out an investigation. They will review your file and speak to the person that dealt with your matter. They may wish to speak with you before reaching a decision in respect of your complaint. If this is necessary you will be contacted requesting a meeting or call within 14 days of you making the complaint. We will aim to write to you with our findings, including how we propose to resolve the issue, within 20 days of our acknowledgement letter.

4. Where it is not possible to meet this deadline (for example, because further enquiries need to be made), we will write to you to explain and tell you how soon you can expect to receive a full reply. As set out by the Legal Ombudsman, we will ensure hat your complaint is fully concluded within eight weeks of our acknowledgement letter.

We will not charge you for handling a complaint. Please note that where you do not pay a bill, we may be entitled to charge you interest on any amount outstanding.

If we are unable to resolve your complaint, you can refer the complaint on to the Legal Ombudsman. If you want to do this you must take you complaint to the Legal Ombudsman:

a) within six months of receiving our final response from your complaint; and

b) no more than one year from the date of act/omission; or

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

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve things with us.

This complaints policy is publicly available and can be accessed at any time on our website.

If you would like more information about the Legal Ombudsman, please contact:

Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

E-mail: enquiries@legalombudsman.org.uk

Phone: 0300 555 0333

If your concern relates to our conduct you may wish to make a complaint to The Solicitors Regulation Authority.

You can contact the Solicitors Regulation Authority:

by post:
- SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
- DX 720293 BIRMINGHAM 47;
by telephone: 0370 606 2555;
by email: reports@sra.org.uk.

Third Party Complaints

We aim to provide excellent service. As part of our legal services to our clients we work with third parties. We are not under an obligation to investigate complaints from non-clients but we take complaints about our services and conduct very seriously. Where we receive a complaint from a third party we will still investigate it but due to the duties that we owe our clients, including the duty of confidentiality, we may not be able to respond as fully to your complaint as you may like.

If you wish to complain, please follow the process set out above for our clients ensuring that in addition to the information requested, you explain your role and interest in the matte