skip to search skip to contact

As a company we take client feedback seriously and make every effort to ensure that we learn from clients who express dissatisfaction. Our complaints process is open and accessible in order to provide clients with the assurance that their concerns will be managed fairly and appropriately.

 

How to make a complaint

If you wish to make a complaint you may do so by speaking with either the file handler with conduct of your matter or their supervisor. You can also email with your case reference and we will arrange for someone to get back to you.

If you wish to put your complaint in writing, the postal address is:

ARAG Law Limited
Unit 4a
Greenway Court
Bedwas
Caerphilly
CF83 8DW.

Timeframes for investigating your complaint

We will acknowledge your complaint within 2 working days. Upon acknowledgement of your complaint we will also let you know who will be investigating your complaint.

We will aim to respond to your complaint within 15 working days. If this is not possible, we will tell you when you can expect a substantive reply.

It may be that further information or clarification is needed before the investigation can get underway. If so, we will tell you.

Next steps

When we reply to your complaint you will be told if the complaint has been upheld. If your complaint is upheld, a remedy will be offered to you, which may include:

  • An apology from the firm and an assurance that the mistake will not be repeated, and that we will attempt to do better in future. A plan of action will be set out saying how the claim will be put back on course;
  • Payment of compensation.
 

We hope that after a full investigation and an explanation you will be satisfied that your complaint has been dealt with fairly.

If you are not satisfied with the response to your complaint then you are entitled to contact the Legal Ombudsman.

Any complaint to the Legal Ombudsman must be made:

  • Within 6 months of receiving a written response from us about your complaint; or
  • Within one year of the date of the act or omission about which you are complaining occurring (or within one year of when you should have realised that there was cause for complaint).

The contact details for the Legal Ombudsman are as follows:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Email:
Tel: 03005550333

 

If your complaint refers to After The Event Insurance (ATE) then you may have the right to have your complaint handled by the Financial Ombudsman Service.

Any complaint to the Financial Ombudsman Service must be made:

  • Within 6 months of receiving a written response from us about your complaint; and
  • Within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

The contact details for the Financial Ombudsman Service are as follows:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR

Email:
Tel: 020 7964 1000

In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services. These are:

Ombudsman Services: ombudsman-services.org

ProMediate: https://www.promediate.co.uk/

Details of such alternative complaints bodies are provided for information purposes only and should not be construed as our agreement to use mediation.

Finally, the Solicitors Regulation Authority (SRA) can help you if you are concerned that ARAG Law has not complied with our regulatory obligations including the SRA Principles. The contact details for the SRA are as follows:

The Cube
199 Wharfside Street
Birmingham
B1 1RN

​Email:
Tel: 0370 606 2555