Complaints process

Refreshing Law Limited – Complaints Policy

Last updated: 14 October 2025

At Refreshing Law Limited, we are committed to providing you with the highest standard of service. If at any time you are unhappy or concerned about the service we have provided, please inform us immediately so that we can do our best to resolve the issue.

1. Informal resolution

In the first instance, it may be helpful to contact the person handling your case to discuss your concerns. We will do our best to resolve any issues at this stage. Making a complaint will not affect how we handle your work.

2. Formal complaints procedure

If your concern cannot be resolved informally, you can make a formal complaint. Please follow these steps:

Submit your complaint
- Send your complaint in writing (letter or email) to our Complaints Officer, Lousha Reynolds, at:
  - Email: admin@refreshinglawltd.co.uk
  - Address: 5 Romilly Park Road, Barry, CF62 6RN
Acknowledgment
- We will acknowledge receipt of your complaint within 3 working days.
Investigation
- We will investigate your complaint thoroughly, reviewing all relevant files and speaking with those involved.
Response
- We aim to provide a full written response within 8 weeks of receiving your complaint.
- If we cannot respond within this time, we will keep you informed and provide an estimated timescale for our reply.
Resolution
- Our response will outline our findings and any actions we will take to resolve your complaint.

3. External escalation

If you are not satisfied with our response, you have the right to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman provides an independent review of complaints about solicitors and will not affect how we handle your case.
They generally expect complaints to be made:
- Within 1 year of the act/omission you are complaining about, or
- Within 1 year of you realising there was a concern.
You must normally refer your complaint to the Legal Ombudsman within 6 months of our final response.

Legal Ombudsman contact details:

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333 (Monday–Friday, 9am–5pm)
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6186, Slough, SL1 0EL

Eligibility: The Legal Ombudsman can investigate complaints from individuals, charities, and certain small businesses. Companies outside this scope may need to seek alternative dispute resolution.

4. SRA conduct concerns

We are regulated by the Solicitors Regulation Authority (SRA) and must follow its Code of Conduct. You may raise concerns with the SRA if you believe we have behaved dishonestly, mismanaged your money, or treated you unfairly due to age, disability, or any other characteristic.

SRA contact details: