About Us

Here at Powis & Co, we have been established for more than 60 years, dealing with all aspects of legal services for our clients. Located centrally in Clacton-on-Sea, we provide easy access and guidance on a range of legal services, and we’re always available to take appointments. For help and support from our legal team, just give us a call.

Complaints Information

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.

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 at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. (link to your process) Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for 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 Regulation Authority (/consumers/problems/report-solicitor.page).

What to do if we cannot resolve your complaint:

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman :

• Within six months of receiving a final response to your complaint;
  and
• No more than six years from the date of act/omission;
  or
• No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 am to 5.00 pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman,
P.O. Box 6806,
Wolverhampton.
WV1 9WJ

Powis & Co. Internal Complaints Procedure

If you are dissatisfied with any aspect of this Firm’s service then this sets out the procedure adopted by this Firm to deal with your complaint. We
hope to provide a good and efficient service and therefore we will do our utmost to ensure that any complaint that you may have is dealt with promptly.

1. Firstly contact the Fee Earner who has the conduct of your case and address the complaint to him or her. He or she will acknowledge your complaint
within seven days and will provide a substantive report within a further fourteen days.

If for any reason the Fee Earner concerned is on holiday or absent from the Office for any other reason then the complaint will be acknowledged and dealt with by the Proprietor.

2. If there is no satisfactory resolution after following the guidance set out in paragraph 1 then the complaint will be referred to the
Proprietor who will deal with any further complaints raised by you. The timescale will be as follows –

a)  He will acknowledge the complaint within seven days.

b) He will respond substantively within fourteen days once he has had the opportunity of perusing the file and the initial response as at 1 above.

c) If the complaint cannot be resolved internally then you will be entitled to refer this matter to The Legal Ombudsman at the address set
out below –

The Legal Ombudsman
P.O. Box 6806,
Wolverhampton.
WV1 9WJ

Tel. No. 0300 555 0333