Our complaints policy

We always aim to provide the best service we can to our clients, and we pride ourselves on our attention to the clients’ needs. Our client reviews demonstrate the effort we put into this. You can read them here.

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.

How to complain

In the first instance please 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 download and read our full Client Complaints Handling Procedure – 2022. 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 at www.sra.org.uk/consumers/problems/report-solicitor.page

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are not able 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 but are not satisfied, 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 the act/omission; or
• No more than three years from when you should reasonably have known that there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them at www.legalombudsman.org.uk 

Legal Ombudsman Contact Details

• Address: PO Box 6806, Wolverhampton WV1 9WJ
• Telephone: 0300 555 0333
• Email: [email protected]
• Website: www.legalombudsman.org.uk
• NGT Lite: 18001 0300 555 0333
• Minicom text phone: 18002 0300 555 0333