We believe that listening to your concerns up front is of more value to you than dealing with a complaint which you shouldn’t have to make...  We believe that good client care should be second nature to our staff.      We put our clients at the heart of everything we do by understanding your needs and by giving a service that meets those needs.

We value

• Great client service
• Integrity and professionalism
• Our clients and our people
• Friendly, strong relationships
• Open communication

Our approach to these values is demonstrated by our commitment to providing you with efficient, high quality legal advice and service, with a high degree of personal attention and we aim to provide this to you at a fair cost.

We invest a lot of time and energy in Client Care, and are proud of our excellent track record and reputation. We are one of the few law firms who employ a dedicated Client Care Manager in Tracey Sullivan.  Tracey is very much ‘front of house’ and is readily available to you, so you can rest assured that in the unlikely event you need to, you can easily raise any concerns or issues that you may have. 

With the best will in the world, misunderstandings and problems occur from time to time.  Should you inform us that you feel we have failed to meet our own standards or your expectations of us and that you wish to bring your concerns to our attention, we will do all that we can to resolve any issues quickly and efficiently.

We aim to deal promptly, fairly and effectively with any concerns or issues you may have, about any aspect of our service and would really appreciate the opportunity to put things right for you. 

Tracey can be contacted in person, in writing, by e-mail or by telephone;

Tracey Sullivan
JCP Solicitors
Venture Court
Valley Way
Swansea
SA6 8QP
Direct Dial: 01792 529621
Email: tracey.sullivan@jcpsolicitors.co.uk 

Should you feel the need to formally raise your concerns, we have procedures in place to deal with such matters.

Once informed of the details, we will send you written confirmation of the name of the Practice Leader investigating your concern and a copy of our Complaints Policy which will inform you of the timescales involved. All complaints will be investigated promptly and thoroughly. The findings of the investigation and response will be sent to you within 21 days of receipt of your complaint, the response will include:

1. The steps taken to investigate the issue.
2. The findings of the investigation.
3. The action that will be taken to resolve the issue.

In the unlikely event that you are not satisfied with the response you receive from us, having exhausted our own complaints process, you may contact the Legal Ombudsman using the following contact details:

Address: PO Box 15870, Birmingham, B30 9EB
Tel: 0300 555 0333
Website: www.legalombudsman.org.uk.
Email: enquiries@legalombudsman.org.uk

Complaints to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman.