Complaints Handling Procedure

DEFINITION OF A COMPLAINT

Probably the best definition of a “complaint” is “any expression of client dissatisfaction, however it is expressed”. This means that a complaint need not include the word “complain” in it, and might be presented in writing, over the telephone or in person.

ENCOURAGING FEEDBACK

All staffs approach to complaints should be positive, as they alert the firm to problems that your clients have about your service and thereby provide an opportunity for service improvement.

The complaints process should be as open as possible (easy for the client to understand and to access) so that concerns are raised at the earliest opportunity, rather than letting them become more serious.

ONE-OFF ADVICE

Where one-off advice is given, it is not necessary to provide information about how or to whom a client should complain in all instances. Instead, caseworkers should be alert to expressions of dissatisfaction (however they may be made) and offer the relevant information wherever they feel that the client may not be happy with the service (including the advice given).

SOLICITOR ORGANISATIONS AND CODE OF CONDUCT CHAPTER 1

Code of Conduct 2011 Chapter 1, the “client care” rule sets out requirements relating to Client Care and complaints handling. Although the client does not need to be advised of the entire system when given one-off advice (including police station advice and court duty solicitor advice), they must at least be advised of the name of the person with whom they should raise any problems. Compliant practice would therefore include telling the client whom to approach in the event of dissatisfaction and/or providing them with a prepared letter/leaflet containing a brief explanation, and supplementing that with a more detailed written explanation if/once a file is opened and further work is done for them.

RESPONSIBILITY FOR COMPLAINTS

In the first instance, clients are advised to send any concerns they may have with the conduct of their matter to comments@sbwales.com

Once sent, the client will receive an auto response email, information their comments have been collected by our firm, and will be acted upon to ensure improvement of customer service. The client is also informed that if they wish to make a formal complaint, to send their complaint in writing to our offices.

Complaints should be dealt with by the caseworker of the matter involved, with support by the relevant Supervising Partner; a complaint against a Partner should be referred to the Managing Partner; and a complaint is made against the Managing Partner should be referred to the other Partners. Additionally, when a complaint is made against a member of support staff in relation to a matter of rudeness or misconduct the matter should be dealt with by the caseworker of the matter involved, with support by the relevant Supervising Partner.

If, for whatever reasons, matters cannot be resolved, then the complaint should escalate to the Managing Partner, who has ultimate responsibility in the organization for tracking and monitoring complaints.

Note that, if future circumstances require a change of, or additional personal with ultimate responsibility for the complaint procedure within the organization, specific customer care or complaints training will be given to those who are required to deal with complaints.

IDENTIFYING AND RECORDING COMPLAINTS

All complaints, regardless of severity, must be recorded in a central file, as well as recorded on the file of papers. Please note, in order to increase ease in tracking responses to complaints, note of the complaint should be registered on the central file on receipt of the complaint (rather than when all details about the complaint are completed on resolution). Again, it is the responsibility of all staff to ensure they are aware of how to correctly identify a complaint, not solely focused on correspondence or conversations in which the word “complain” is used.

Recording complaints centrally and conducting regular (and at least annual) analysis of complaint data will enable changes to procedures to improve service even further by establishing root causes and trends and preventing further complaints.

The complaint will be categorised as to its nature, such as:

· administrative,

· procedural,

· personal,

· caused frustration,

· caused financial loss,

· created delay,

· on grounds of discrimination.

Depending on how the complaint has been classified will result in who initially addressed the remedy of the complaint. This approach should ensure that more time and effort is given to more serious complaints, and that there are greater options for redress (also, possibly, that they are dealt with at a more senior level initially) than for complaints that are minor or that cannot be justified. It also allows for consistency in response or like severity and natured complaints.

ACKNOWLEDGING COMPLAINTS AND INFORMING THE CLIENT WHEN THEY WILL RECEIVE A SUBSTANTIVE RESPONSE

All formal complaints require a substantive response.

To ensure that the complaint is full investigated, the drafting of the substantive response should make reference to as many of the following areas as possible :-

i. The date of the complaint

ii. The name of the client

iii. The name of the member of staff involved

iv. A general description of the complaint

v. The date of any internal meeting and the names of those present

vi. The date the file was examined

vii. The date of any meeting with the client

viii. An indication of whether the complaint is justified

ix. The reason for the complaint

x. Details of any suggestions to resolve the complaint

xi. The date of any letter confirming details or suggestions

xii. The date of any review and the results of the review

xiii. The date of the final letter

xiv. The date the file was closed

xv. Any action to be taken internally as a result of the complaint

In addition, the complaint should be issued a Complaint Reference Number, and a copy of the above investigation and substantive response should be issued to the Managing Partner, to be included in the Central Complaints Register.

REMEDIES OPEN TO THE CLIENT

a) An apology from the firm and an assurance that it will not happen again, and that we (the firm) will try to do better;

b) A reduction in the bill;

c) Abatement of the bill in total;

d) Notification to the client of their right to complain to the Legal Complaints Service;

e) Notification to the client of their right to see another solicitor and obtain advice as to whether we (the firm) have been negligent.

ACTION AS THE RESULT OF REVIEW

Action might be directed at individuals (e.g. providing additional training in certain skills) or it might involve changes to processes and procedures (e.g. where complaints arise from what processes and procedures contain or do not contain); it might even involve considering expanding the service (e.g. where complaints arise from having to be signposted for certain advice). In extreme cases, where a complaint against a member is staff is justified, corrective action may result in a formal warning or even dismissal.

Effective and positive complaint handling is an important aspect of client care and service quality. Action following review might, therefore, also be to improve the complaints procedure or training in complaints handling, as the way in which complaints have been handled should form as much part of the review as the issues that have been their subject.

ANNUAL REVIEW OF COMPLAINTS

At a formal partners' meeting, and at least once every year, the Managing Partner will review all formal complaints with the other partners so they are aware of these complaints and any new policy arising from them can be discussed and, if necessary, implemented after that meeting. Also, at the same meeting the partners will have the opportunity of discussing any complaint made in respect of the Managing Partner, and again, any appropriate action arising from the same can be taken.

OUR TEAM
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  • "Everything you needed to help me with my sale was undertaken professionally and any questions I had were answered very quickly and sympatheticly. As I only used you for my sale I cannot comment on other services, however if the service is as good as mine was you would be very pleased indeed. "
    G.S. (Conveyancing)
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  • "Tracey, thank you for all your hard word and advice throughout the past few months. The situation is now restored and I am now free to move on with my life."
    J.J (Matrimonial)
  • "Excellent communication and very approachable."
    A.J (Conveyancing)
  • "Thank you for all your help with the sale and purchase of our houses, please also extend our thanks to Sarah and Matthew. Words cannot really express how grateful we are for you and the team, always being on hand to take queries and being professional throughout. "
    A.N (Conveyancing)
  • "My wife and I were very satisfied with the level of service and assistance we received from your firm. We appreciated your support and prompt attention throughout the transaction. "
    R.P (Conveyancing)
  • "Sinyee was very helpful, patient and professional. She was always avalible to explain any points i did not understand. I have already recommended her to a friend who has a property on the market."
    G.N (Coneyancing)
  • "Thank you for all your help with the sale of our property."
    C, G & J (Conveyancing)
  • "Rosina Clinch and Sarah Farrell handled my property sale. They were quick to respond to emails throughout and toward the end of the sale were quick to call and always polite and professional "
    S.Y. ()
  • "I would just like to thank you and your team for the excellent service you provided for us. Its been a pleasure to get to know you even on the phone. If in the future I need any advice I won’t hesitate to call and use your services once again."
    R.N (Conveyancing)
  • "A great job. Thank you "
    A.N (Conveyancing)
  • "Thank you so much for making the sale of my mum's flat so painless and stress free. My phone calls and e-mails were always responded to promptly and clearly."
    M.H (Conveyancing)
  • "Smooth transaction, professionaly handled making it easy for me."
    D.V (conveyancing)
  • "Matthew gave a first class serivce throughout the transaction."
    P.J & D.J (Conveyancing)
  • "Many thanks to Sharon Fitzpatrick and the Conveyancing team for their very timely sale and purchase undertaken for us very recently. Their service has always been excellent. "
    M&M.B (Conveyancing)
  • "John is always prompt to respond, exact in what needs to be done and also very professional in his approach. One of the best panel lawyers that I’ve used in a very long time. "
    P.T (Conveyancing)
  • "We were offered a vey helpful, friendly and professional service throughout our sale. Many Thanks."
    M & M.O (Conveyancing)
  • "Marie Lewis and her team including Yvonne and Suzanne deserve special recognition as first class in their field. I have had the great pleasure of using their services on many occasions to buy and sell property and would without hesitation, give them the highest recommendation as I know they have always provided excellent specialist conveyancing advice, customer care and an excellent prompt service. Communication has always exceptionally prompt and efficient, always replying to phone calls / emails, addressing concerns and queries at the earliest opportunity. Many thanks to a wonderful team."
    S.A. (Conveyancing)
  • "Many thanks for mediating the transaction from start to finish. It has been a long wait and at times painful but we got there in the end. Please extend my thanks to John for his huge contribution. "
    F.N (Conveyancing)
  • "Thank you for all your help with buying our flat and the speed you completed this for us."
    K.B (Conveyancing)
  • "Thank you for everything you've done for us over our long and arduous journey to buy a house. From the very beginning your judgements were always right on the money, and we have had all faith in your advice throughout the process. We can't speak highly enough of the service you and your team have provided, and we have already recommended you to several of our friends and family who are looking to buy .or sell soon."
    D & A (Conveyancing)
  • "Did a wonderful job in helping me complete my house purchase, especially when I must of been a frustrating customer."
    M.H. (Conveyancing)
  • "I would just like to say that the communication with Spicketts Battrick has been spectacular and even more so during these times; there are many other law practices that could benefit from your professionalism."
    M.W. (Conveyancing)
  • "I would like to express my sincerest gratitude to you for all your expert advice and support throughout the divorce and financial settlement processing. I would have been completely lost and a nervous wreck right now if it were not for your valuable legal expertise and advice."
    Ms S (Matrimonial)
  • "We were recommended Geraldine for conveyancing and we are very happy with our decision. The service was very professional and we cannot fault it. The speed at which we received a reply to our queries was fantastic and Geraldine explained things very well to us throughout the process. We will definitely recommend to friends and family. "
    S.W. (Conveyancing)
  • "Many thanks for all of your help, we have and would recommend you."
    M.D (Conveyancing)
  • "Thank you for all your help and co-operation in completing all the required documentation. Again, thank you and I do really appreicate all what you have done to make it happen. "
    A.B (Conveyancing)
  • "Absolutely first class professional and timely services again from Joanne and Catherine. Thank you both very much."
    P.H (Conveyancing)
  • "Benjamin was very professional and competent. He answered all questions in emails and telephone calls promptly, I had every confidence in him to deliver my conveyancing correctly and within a timely manner. I’m very pleased with the service I received."
    S.L. (Conveyancing)
  • "John, many thanks for all of your help with our purchase. You have made it an easy process and the communication and support exemplar, it is very much appreciated. A big thank you from us both."
    C.H (Conveyancing)
  • "Thank you very much for making our first home purchase a very easy and smooth process."
    T.G (Conveyancing)
  • "I would like to thank Matthew Francis for his effieiency and the wayt he kept me informed at every stage of the sale. I have been in the situation of selling properties on previous occasions and this was the best!"
    N.H (Conveyancing)
  • "Tracey, thank you for your superb counsel and guidance over the last year. I am indebted to you and shall always be grateful to you for the end result with my son."
    Ms S (Matrimonial)
  • "Thanks for all the work you have done for us with the house purchase, we have been very impressed with your service, especially the speed of which it all went through. Many thanks."
    A.B (Conveyancing)
  • "Exceptionsl services, Ben was very efficient!"
    C.U (Conveyancing)
  • "Thank you very much for your assistance in the purchase of our first home. We have valued your guidance, support & professionalism. We would recommend you without hesitation."
    Mr and Mrs N (Conveyancing)
  • "Thank you so much for all your help through this difficult time. You were both professional and understanding. I couldn't have fulfilled my role as executor without your help and support. "
    Miss A (Probate)
  • "Thank you for making a stressful time much more stress free. Our new home is beautiful."
    T & B (Conveyancing)
  • "We were delighted with your services, efficiency and politeness. Thank you very much!"
    D.K (Conveyancing)
  • "Extremely efficient and speedy service. No complaints at all. Will be recommending you to family and friends."
    G.D. (Conveyancing)
  • "I have previously been using a different company who I have had many issues with and I came across hoping for a difference. I can safely say that your team exceeds my expectations on all counts, their communication and the speed in which they do things is very good in my opinion."
    A.F (Conveyancing)
  • "Elsa and Sharon were absolutely fantastic dealing with the sale of my property and my purchase of another property. Everything went really smoothly, the whole process was dealt with professionally and personably, nothing was too much trouble."
    G.K. (Conveyancing)
  • "Spicketts Battrick Law were fantastic in arranging for the purchase of my property. Despite a minor hiccup by others, they delivered."
    M.H. (Conveyancing)
  • "Big thank you to Geraldine, who helped me all the way. Calming me down where necessary! Geraldine\'s clear advice helped me speak with the right people to ensure a speedy resolution. A complicated conveyance, in that Housing Association solicitors and the vendors solicitors (an estate) made matters a little more time consuming for Geraldine and me. Alas, all sorted, just in time to allow for a refurbishment. Thank you again, Geraldine."
    P.E. (Conveyancing)
  • "Rachel, thank you so much for all you've done for us. You've gone over and above the call of duty. We are so grateful."
    E & C (Conveyancing)
  • "The service was excellent, quick and efficient. The best conveyancing service I have ever used!"
    S.J (Conveyancing)
  • "Thanks for your help and ever so quick responses throughout the process. I am impressed with your service."
    A.N (Conveyancing)
  • "On behalf of my family I would like to thank you for your hard work and dedication to my late sister's affairs. Your sympathy and understanding at this difficult time made things a lot easier to bear. Thank you so much. "
    Mrs C (Probate)
  • "Vicki Jones was very thorough and made sure we understood everything and did an excellent job with patience and understanding in sometimes difficult circumstances out of her control. We are very happy with her service."
    K.T. (Conveyancing)
  • "Rachel, thank you so much for everything, you have been a star!"
    M.H (Conveyancing)
  • "Elsa Escorcio was amazing throughout our experience. Was really helpful and professional. Elsa really gave us a tailored service and she is a huge asset to your organisation. Thank you so much for everything. "
    M.Y. (Conveyancing)
  • "Always someone avalible to discuss issues with."
    H.B (Conveyancing)
  • "Thank you for your efficient service with the conveyancing on the property I was selling, you kept me informed of progress on a regular basis and weren't shy in picking up the phone to me if you had any queries, this ensured the process was completed in a calm and timely manor. I would have no hesitation in recommending Spicketts Battrick in the future."
    K.K (Conveyancing)
  • "Its good to have a fixed prices service - makes budgeting easier. Kathryn was always most helpful and polite."
    W.E (Conveyancing)
  • "I was promised a very prompt service from beginning to end and received this with politeness and friendliness from all involved."
    J.B. (Conveyancing)
  • "Thank you for helping us in the completion of selling our house. We are grateful that it was a quick sale and appreciate all your hard work. Wish you all the best and thanks again!"
    Miss K (Conveyancing)
  • "Phillippa, many thanks for all your help and expertise and for making our purchase as smooth as possible. I will definitely use your services and recommend again."
    Ms J (Conveyancing)
  • "Stephanie Tovery was excelllent from start to fininsh, every time I contacted her, she answered the phone, she was extreemly helpful and competent. I will use her without any hesitation when i sell again. Faultless."
    L.S.B (Conveyancing)
  • "Very helpful and friendly service."
    K.P (Conveyancing)
  • "Very satisfied with the service in difficult circumstances. Many thanks to all concerend."
    J.O (Conveynacing)
  • "Lisa was very professional and very understanding throughout our property sale."
    A.A (conveyancing)
  • "Vicki provided outstanding service in our house purchase - always getting back to us on time, providing clear and quality advise, driving the case forward from start to finish - we could not be happier with the service and her professional and friendly manner. We would definitely recommend to family and friends. "
    J.S. (Conveyancing)
  • "Sarah Farrell and her team have been absolutely brilliant. We had some unexpected bumps along the way but Sarah was fantastic throughout. I would recommend her without hesitation."
    P.T. (Conveyancing)
  • "When I met you back in March I was lost and a little broken. I left court yesterday with a feeling of illation and was genuinely overwhelmed and blown away by your kindness, professionalism, personal touch and support."
    T.M (Matrimonial)
  • "Excellent customer service was provided throughout the process of purchasing our new home. Marie went above and beyond for us and kept us well informed of what to expect. I can\'t speak highly enough of her services. Highly recommended!!!"
    J.P. (Conveyancing)
  • "Thank you for dealing with the lease extension on the above property. It really has been very stress-free from our point of view so we would definitely use your practice again."
    D.D (Conveyancing)
  • "The timeliness and quality of the communication between us and our conveyancer, Suzanne, was very impressive. Suzanne was approachable, friendly and professional at all times and the manner in which she supported us in so many ways helped to make the process of buying and selling a house much less stressful. She is a credit to the company and we fully recommended her services without reservation. Thank you so much. "
    C.J. (Conveyancing)
  • "Natasha was brilliant throighout this process. She mainly spoke to my partner, but kept him informed the whole way and responded to our emails with queries / answers very quickly."
    R.C.S (Conveyancing)
  • "Rhunedd & Sharon, thank you so much for all your hard work on my sale & purchase. I wouldn't hesitate to use you again in future and also to recommend you to friends and family."
    S.N (Conveyancing)
  • "I always found Marie and all her team very friendly and helpful. They always explained anything I was unsure of and I was very happy with the service I received."
    L.T. (Conveyancing)
  • "I have found all staff at Spicketts Battrick with whom I have dealt with to be unfailingly helpful and positive. It has been gratifying to find such cheerful and reliable staff, as well as great professionalism."
    K.W (Conveyancing)
  • "We were very impressed with Vicki, she literally responded to our email queries within 5 minutes every time. I didn\'t expect such a prompt service, the responses were all very helpful too."
    R.A. (Conveyancing)
  • "Sarah Farrell acted professionally throughout my conveyancing and made the process extremely simple. I can only thank her for her fantastic service throughout the whole process. I would especially like to thank her for being patient and responsive with me throughout which took the stress out of the sale and purchase. Very pleased indeed!"
    B.S. (Conveyancing)
  • "Vicki and all at Spicketts Battrick have been wonderful. Very helpful and professional throughout. Thank You!"
    A.H (Conveyancing)
  • "Very happy with services, will definitely recommend you around. Vicki was very quick answering my emails. Matthew was also very helpful in the final stages of my house sale."
    A.N (Conveyancing)
  • "I had worked in Solicitors practices for 30 years, including Family, and Personal Injury and to a lesser degree Conveyancing, but I can honestly say that dealing with your company regarding this conveyance was a much more personal and professional experience than experienced elsewhere. It turned out to be a difficult time to sell the property due to the situation with Coronviras, but Elsa, Sharon and Muriel guided me through it which resulted in a successful outcome. Many thanks to them all at the Albany Road branch. I will certainly use you again."
    W.F. (Conveyancing)
  • "Thank you for all your help and hard work completing my purchase."
    M.B (Conveyancing)
  • "Outstanding service from start to finish - thank you for making this time so much easier."
    E.L. (Conveyancing)
  • "Kathryn has been a massive support to work worth, a lady that clearly has her clients at heart and wants to work together to get things achieved. For me Kathryn is a member of Spicketts Battrick that truly stands out. "
    C.B (Conveyancing)
  • "Marie Lewis was absolutely amazing in what was a very long and difficult purchase. I can\'t thank her enough for the way she kept us going to the end. Thank you. "
    L.C. (Conveyancing)
  • "Thank you very much for a great, stress free, service!"
    PJS (Conveyancing)
  • "I would give a rating of 10/10! All the staff were lovely, polite and helpful. The two staff that were assisting me were Carys Davies and Lucy Bane. They were both superb in dealing with everything. It's thanks to all of them I've got my dream home now! "
    J.P (Conveyancing)
  • "Elsa and Sharon were both amazing. I really cannot express how approachable, friendly, understanding, honest and efficient they were. What a team!! "
    C.H. (Conveyancing)
  • "The service I received from Marie, Yvonne and Suzanne was second to none. Excellent, clear and very professional from start to finish. Selling and buying property tends to be quite stessful but they were so helpful and clear I felt secure that my transaction was in safe hands."
    G.C (Conveyancing)
  • "Lisa Lake was very efficient in responding to my calls and emails and kept us informed of the progress of the sale of our property at all times. Excellent service."
    R.J & G.C (Conveyancing)
  • "Thanks for a smooth and hassle free process!"
    R.S (Conveyancing)
  • "Property was sold in the shortest time and despite probate not being in place the legal team dealt with the matter in a professional manner and achieved a exceptional swift outcome ensuring our buyer was not lost. The process was painless thanks to the efforts of Vicky Jones and the SB Probate team. 1st Class Service! "
    K.C (Conveyancing)
  • "Thank you Elsa and Sharon for a fantastic service. Calls always returned promptly and all my questions were answered the same day. I attended the office on a few occasions and staff were always welcoming and helpful. I would be more than happy to recommend SB to family and friends based on this experience. "
    L.T. (Conveyancing)
  • "Professional, friendly and very prompt and efficient "
    S.W. (Personal Injury)
  • "Thank you for everything you did to make our move go smoothly, particulary being avalible when we needed support."
    S.JD (Conveyancing)
  • "Quick and efficient service meaning we moved house in less than 2 months."
    D.J.C.P (Conveyancing)
  • "Thank you Vicky, Matthew and Sarah for your calmness during my conveyancing. I always felt that you were listening to my queries and dealt with them in a professional and courteous manner. Thank you "
    S.L (Conveyancing)
  • "Lisa Lake was absolutely superb. Unbelievably good service and care. Thank you!!"
    B (Conveyancing)
  • "Everything went really well and we were delighted with the fast service, especially in the light of the difficult circumstances this year. Our contact was very friendly and helpful. The only tiny glitch was when our contact went on holiday and then there was a tiny hiatus but nothing that we couldn’t sort out. It might be an idea to inform your client before their contact goes on holiday and name a substitute."
    A.A. (Conveyancing)
  • "The service was excellent. Thanks for your kind help and advice during the completion of purchase."
    M.I. (Conveyancing)
  • "Lisa Lake was a pleasure to work with. She was always professional, prompt and efficient. Would not hesitate to work with her again."
    E.J.W (Conveyancing)
  • "The solicitors were efficient and helpful and I would recommend them"
    D.O (Conveyancing)
  • "Geraldine was absolutely brilliant throughout the process of buying our first home, she made everything really easy to understand without being patronising and we knew we could rely on her throughout. "
    L.M. ()
  • "Very speedy service! I was always infromed from strat to fininsh."
    A.W (Conveyancing)
  • "Thank you all so much for your persistence and sheer hard work towards our house move. Albeit a challenging process, your encouragement, professionalism and commitment to us as clients made the experience all the easier. "
    J & J (Conveyancing)
  • "We would like to appreciate all the professional work and diligent effort that you have put into completing the house buying process for us. Benjamin is very helpful, nice and efficient. We are so thankful and grateful for your services."
    W.C & S.I (Conveyancing)
  • "Thank you for all your assistance. I have dealt with many conveyancing teams over the years, but you offered the best, most calm and consistent service. "
    S.D (Conveyancing)
  • "A huge thank you to all who have been involved in securing a smooth exchange and completion. Your hard work and professionalism is greatly recognised and appreciated. We will happily recommend you to any friends or family requiring similar service in the future. "
    S.L (Conveyancing)
  • "Very friendly and helpful team, email replies were very prompt. Very grateful for Lisa's work and Katie's. Will definitely use them again."
    B & W (Conveyancing)
  • "I felt confident that Spicketts Battrick had my best interest in mind, and my point of contact Vicki Jones kept me constantly updated and was comunicative and professional throughout the process. I was conveyancing on an auction property that had a tight time deadline to complete and a few aspects hindered progress, but we completed as required. Definitely use their services again."
    L.T. (Conveyancing)
  • "I have been dealing with Spicketts and Battrick Solicitors for the last nine months. From start to finish their hard work, dedication and support was appreciated in guiding me through the process of buying a flat as a first time buyer, from initial instruction right through to completion and beyond. Special mentions should be given to Sarah Evans and Sharon Roberts concerning this matter. I am very grateful for all their help and advice and hard work and would definitely recommend them to anyone wishing to venture up the property ladder. "
    L.P. (Conveyancing)
  • "Very friendly staff at all times."
    G.S (Conveyancing)
  • "My work was carried out professionally and expediently. I felt I was kept reasonably well informed and given a competitive rate."
    M.A. (Conveyancing)
  • "I couldnt fault my property lawyer, she was absolutely excellent. Great value for money and has already been recomended to family. She kept me informed at al times and I trusted her. Well done Sam!"
    M.L (Conveyancing)
  • "Tracey was utterly amazing, through this very tough period of my life she made the process very easy and the speed at which things moved were second to none!"
    H.B. (Matrimonial)
  • "Very please with the whole process from start to finish."
    R.B (Conveyancing)
  • "I would like to express my gratitude to you for the way in which you so professionally dealt with my conveyancing."
    K.L (Conveyancing)
  • "Samantha Manuel was pleasant and very efficient, i would not hesitate to recommend her to others."
    R.J (Conveyancing)
  • "Excellent rapid service throughout "
    O.P. (Conveyancing)
  • "Charlottes diligence save us probably many thousand of pounds had we gone ahead with the first property. Many thanks Charlotte."
    P.B (Conveyancing)
  • "Marie Lewis was absolutely amazing in both our sale and purchase. Couldn\'t have asked for more. "
    L.C. (Conveyancing)
  • "Professional and helpful team, especially Ben Eaton and Charlotte Evans. Many thanks for your patience."
    R.J (Conveyancing)
  • "I would just like to say thank you to Yvonne, Marie and the counter staff at the Pontypridd office who have been the friendliest and most helpful solicitor staff I have met and I deal with an awful lot of solicitors. I intend to use them again and hope that they continue in this vein. Thank you "
    M.P. (Conveyancing)
  • "Excellent responses from both Rebecca and Jason both in timeliness, efficiency and manner."
    J.C. (Conveyancing)
  • "All round great experience, thank you."
    G.T (Conveyancing)
  • "The service I received for a re -mortgage was excellent and if I required any of the other services you provede I would contact you as first choice"
    A.W. (Conveyancing)
  • "Many thanks also for the absolutely fantastic service that you have provided throughout the process. We have been deeply impressed."
    L&M (Conveyancing)
  • "Thank you very much for your efficiency, conscientiousness and support throughout this process!"
    J.L (Conveyancing)
  • "Many thanks for your help with the sale. The service you provided was excellent and the process was smooth."
    R.A (Conveyancing)
  • "Many thanks for helping me in getting my daughter back, I cannot tell you how grateful I am."
    S.B (Matrimonial)
  • "Kept us informed at every stage. Brilliant service."
    T.P (Conveyancing)
  • "Very helpful and always available to answer questions, very reassuring."
    C.M (Conveyancing)
  • "Absolutely amazing service, Elsa has been helpful from the first day I spoke with her. Always keeping me in the loop and very quick responses. Would use again in the future and would definitely recommend to friends and family! Thank you soo much"
    A.T. (Conveyancing)
  • "A very good sevice. You managed our requirements very competently. Thank you."
    P.H.S (Conveyancing)
  • "Sam was very very helpful and not have done more to make things as smooth as possible."
    P.H (Conveyancing)
  • "Excellent friendly,professional and compassionate service. Many many thanks to Marie and Suzanne for always being at the end of the telephone and always prepared to take my calls and answer any questions I had- of which there were many! They were supportive, kind and genuinely interested in helping me. "
    D.M (Conveyancing)
  • "The service was outstanding, providing reassurance, guidance and advice throughout my home purchase process. I was confident in the legal advice given and it was given in a way that is understandable for those without a legal background. Spicketts Battrick came recommended to me and I can see why, I certainly will recommend them to others."
    K.O. (Conveyancing)
  • "The service in general was excellent. The communication throughout the process was flawless and I would recommend Benjamin without second thought. "
    P.F. (Conveyancing)
  • "Thank you so much for all your help selling my flat. You kept me calm and helped so much!"
    Mrs M (Conveyancing)
  • "We were very impressed by the entire service given by Kelsey, Kate ad Lisa. They were all very professional and helpful."
    U.K (Conveyancing)
  • "Both myself and my husband were very grateful to be handheld through the process of selling our home. We have never had to go through the process before and we were very grateful for the smooth running and help the company provided to us. We would like to take the opportunity to thank the team for helping personally. Nothing has been made easy due to the restraints COVID has presented to us, but we still feel the process has been smooth. "
    C.T. (Conveyancing)
  • "Thank you to Catrin for all her help with forms etc. and her kindness and understanding."
    Mrs J (Probate)
  • "The staff at the Pontypridd branch have been so helpful with all our needs, so friendly and polite, nothing was too much trouble for them."
    M & M .D (Conveynacing)
  • "Thank you so much for all you have done for me since last November. I am looking forward to starting my new life, your support has been amazing!"
    S.L (Matrimonial)
  • "We would rate our solicitor, June Bowler, as a definite 10. She dealt with our house sale and purchase in a very professional manner, kept us informed at every stage and preserved our sanity throughout the entire process."
    M.F (Conveyancing)
  • "Issues were dealt with very effectively and they understood my anxieties around the process very well."
    J.C. (Conveyancing)
  • "I was very impressed with John Allison and Spicketts Battrick, my leasehold extension was completed in a timely and efficient manner for a reasonable price. I will recommend to others. "
    M.G. (Conveyancing)
  • "We would like to thank you for all your help and support, we still cant believe were on the property ladder. You have been so easy to communicate with Marie. Thank you."
    S & N (Conveyancing)
  • "We cdould not be happier with the services we received from Charlotte and Ben. The whole transaction of our sale and purchase was very swift and was not as stressful as anticipated."
    S.J (Conveyancing)
  • "Sale of property was conducted in a professional and friendly manner and I would definitely use them again should the need arise"
    J.E. (Conveyancing)
  • "Benjamin provided an exemplary services and I would not hesitate to use him again."
    J.H (conveyancing)
  • "It was all efficient, if I emailed Katie she would ring back asap - Special thanks to her for being patient with me and keeping me informed."
    M.K (Conveyancing)
  • "Thank you for your excellent help and attention to detail while selling and purchasing my properties. It was very much appreciated. I would have no hesitation in recommending your services to anyone."
    G.G (Conveyancing)
  • "As a 1st time house buyer I thought the process would be daunting but Samantha has been excellent from start to finish. Cant reccomend her highly enough, brilliant!"
    S.H (conveyancing)
  • "I would rate the service we had off Lucy Bane at Spricketts and Battrick as 10/10 Lucy would answer calls and get back to you on the same day as well as helping us complete in a timely manor. "
    D.E.B (Conveyancing)
  • "Thank you for all your help along the way, as we are first time buyers we have appreciated your guidance and support for all our questions. We are glad to be at the end now and you and your team have been very helpful getting us here!"
    J & N (Conveyancing)
  • "We just wanted to say a massive thank you for all your support on our house purchase. Our family cannot thank you enough and we are so glad you were in our corner throughout this process. "
    R.D.T (Conveyancing)
  • "Very professional. Quick to responsed to emails and phone. Would recommend to friends and family. "
    H.I. (Conveyancing)
  • "I would fully recommend Lisa Lake for her excellent law service and helpful customer service."
    K.B (Conveyancing)
  • "Sinyee & Samantha were always helpful when contacting them."
    S & F (Conveyancing)
  • "Overall experience was excellent, I didn’t have a clue what I was doing but Geraldine was superb, friendly and prompt the entire way through - she made moving during a pandemic far less stressful and I couldn’t be more thankful"
    M.E. (Conveyancing)
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