Complaints Procedure

Complaints Procedure

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 have a complaint, please contact Sarah Dodd in writing at:

Post: 13 Greenmeadow Way, Rhoose, Barry, CF62 3FH



1.     We will send you a letter 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.     Sarah will review your complaint and 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 that your complaint is fully concluded within eight weeks of our acknowledgement letter.

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. 


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

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


Phone:   0300 555 0333


The Solicitors Regulation Authority (SRA) can also help you if you are concerned about our conduct or behaviour.  For further information contact:

SRA | Reporting an individual or firm | Solicitors Regulation Authority

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