We are committed to delivering a high-quality legal service to all our clients. If something goes wrong, we want to hear about it so we can improve our standards.
How to Make a Complaint
If you have a complaint, please contact us by phone or in writing with the details.
What Happens Next?
- Acknowledgement – We will acknowledge your complaint within seven days of receiving it and send you a copy of this complaints procedure.
- Investigation – Your complaint will be passed to our Complaints Officer, who will:
- Review your matter file.
- Speak to the staff member who acted for you.
- Record the complaint in our central register.
- How We Will Communicate – Your complaint will be passed to our Complaints Officer, who will:
- Telephone
- In writing
- Arranging a meeting (if necessary)
- Response Time – We aim to provide a full response within 21 days, once we have:
- Retrieved your file (if in storage), and
- Gathered information from the staff involved
- Review Our Decision – If you are not satisfied with our response, you may request a review. We aim to respond to this review within 21 days, confirming our final position and the reasons for our decision.
If You’re Still Not Satisfied
You may refer your complaint to the Legal Ombudsman, an independent body that investigates complaints about legal services.
Time Limits for Contacting the Legal Ombudsman
You must contact the Ombudsman
- Within one year of the act/omission you’re concerned about, or
- Within one year of becoming aware of the issue, and
- Within six months of receiving our final response.
Legal Ombudsman Contact Details:
- Phone: 0300 555 0333
- Website: www.legalombudsman.org.uk
- Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
