Trustpilot

Complaints Handling

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
The information below will set out where it may be appropriate to contact us, the Legal Ombudsman or the Solicitors Regulation Authority.

Our Complaints Policy

At NewBold Solicitors we aim to provide the highest standards of service to our clients and to operate our business to the professional standards which others affected by our conduct have the right to expect.

Dealing effectively

We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues.

If you have a complaint about our service or a bill that we have rendered on or both please contact us with the details.

The person to contact is:

Mr Michael Dowle

NewBold Solicitors
Avondale Estate
Avondale Road
Cwmbran
Torfaen
NP44 1UG

Telephone: 01633 874715
Email: mike.dowle@newboldsolicitors.com

Should your complaint be in regards to our behaviour (which could be 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 Regulations Authority. Visit their website at the following link to see how you can raise your concerns with them SRA | Reporting an individual or firm | Solicitors Regulation Authority.

What will happen next?

  1. We will send you a letter/email acknowledging receipt of your complaint within 14 days of us receiving the complaint, enclosing a copy of this procedure. It may be necessary for us to ask you to explain, clarify or provide further necessary information in respect of your complaint.
  2. We will then investigate your complaint. This will normally involve reviewing your file and speaking to the member of staff who acted for you.
  3. Within 14 days of sending you the acknowledgement letter or receiving any further information we may require we will either:
    • provide a full detailed response in writing, including our suggestions for resolving the matter;
    • (where appropriate) invite you to a meeting to discuss and hopefully resolve your complaint.
  4. If a meeting is held, we will write to you within 14 days after the meeting to confirm the outcome.
  5. At this stage, if you are still not satisfied, you should contact us again with any further comments or information you wish to supply and we shall review the decision.
  6. We will then write to you within 14 days of receiving your request for a review, confirming our further or final position on your complaint and explaining our reasons.
  7. If we have to change any of the timescales above, we will let you know and explain why.
  8. If still unresolved at this stage, you may take your complaint to the Legal Ombudsman.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

The Legal Ombudsman can be contacted at:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone: 0300 555 0333 or 0121 245 3050 (calling from overseas)
Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Landlord Services Conveyancing Wills & Probate

Our
Accreditations

Our Accreditations