Complaints Procedure

Complaints Procedure

Whilst we aim to provide our clients with superb service, we appreciate that sometimes we don’t quite get things right.
Where a complaint is raised, we would like to discuss your concern to establish what has happened, and how you feel we can put things right.

Step 1

You can complaint to us by any reasonable means but the quickest way to tell us about your complaint is by contacting us via telephone on the number below:

call: 01554 575000

write: Suite 2, Dura Park, Yspitty Road, Llanelli, SA14 9TD

email: complaints@sanderson-drake.co.uk

Step 2

Upon receipt of your complaint we shall attempt to contact you and provide you with an acknowledgement of complaint within 3 working days.

Whilst we aim to resolve all complaints within 5 working days, further investigation may be required.
Where this happens, we will write to you with an update within 4 weeks.

Where further investigation is required, we will provide our Final Response within 8 weeks of acknowledgement.

Step 3

Should you remain unhappy with our Final Response, or we are unable to resolve your complaint within 8 weeks, you may refer the matter to the Legal Ombudsman within 6 months of the Final Response date.

Writing: Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG

Telephone: 0333 555 1777

E-Mail: cmc@legalombudsman.org.uk