Complaints Procedure

We pride ourselves in providing an excellent, efficient service to our clients.  It is therefore very important to us that if you are in any way dissatisfied with how your matter is proceeding that you communicate this with us as soon as possible. We will do everything we can to sort out the complaint as quickly as possible and please be assured that we will not charge for carrying out an investigation into a complaint.

Step 1

Please raise your complaint initially with the Solicitor dealing with your matter, either in writing, by letter or by telephone.  Our contact details are at the bottom of this page.

To ensure that the matter is dealt with as quickly and efficiently as possible, please tell us:

  1. Your full name, contact details and case reference number;
  2. What your complaint is; and
  3. What you would like us to do to resolve the issue.

We will review your complaint promptly, open a file and record the complaint in a central register. We will acknowledge your complaint within 5 working days of receipt and will summarise to you our understanding of the complaint. We will also aim to provide you with a written response within that time, including any solutions or further steps, as appropriate, however this may take up to 20 working days if the matter is very complicated.

Step 2

If you are not satisfied with our response, please let us know and provide reasons explaining why you continue to be dissatisfied with reference to our initial written response to you. We will acknowledge your further complaint within 5 working days of receipt and we will review the complaint again.

We have up to eight weeks to consider your complaint but we will endeavour to respond to you again as quickly as possible.  

Step 3

If we have been unable to resolve your complaint after following the above process, you may then refer the matter in writing to the Legal Ombudsman.

The Legal Ombudsman can be contacted at PO Box 6806, Wolverhampton WV1 9WJ or by email to or by telephone on 0300 555 0333.

The Legal Ombudsman will consider your complaint independently. 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 contact the Legal Ombudsman within six months of receiving a final response from us to your complaint.  This must also be no more than six years from the date of the act/omission leading to the complaint, or no more than three years from when you should reasonably have known there was cause for complaint.

It will be necessary for us to provide the Legal Ombudsman with information and documents they may require to investigate the complaint including personal data relating to you and third parties you have provided.

Alternative Dispute Resolution (ADR)

As an alternative, you may wish to contact an organisation which offers ADR such as ProMediate. Their contact details are, or via e-mail at, or via telephone on 07824704826 or 01928 732455.

Solicitors Regulation Authority (SRA) Standards and Regulations

All solicitors must follow certain rules and meet high ethical standards set by our regulatory body, the SRA, so as to protect the public. More information is available on the SRA’s website If you are concerned about our behaviour, for example you believe we have acted dishonesty, we have taken or lost your money or treated you unfairly because of your age, a disability or other characteristic, you can raise your concerns with the Solicitors Regulations Authority via email at or by telephone on 0370 606 2555 or by post to Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.