Complaints Procedure

How to make a complaint

We are committed to providing a high standard of legal service to all our clients. If, however, at any stage you are dissatisfied with the service you have received, you are entitled to raise a complaint in accordance with the procedure set out below.

Complaints Made Directly to This Firm

In the first instance, we ask that you raise your concerns with the solicitor having conduct of your matter. You may do so by telephone, email, or in writing.

Upon receipt of your complaint, we will:

• Acknowledge your complaint within 7 days of receipt;
• Confirm the person responsible for handling your complaint (if different from the solicitor with conduct);
• Provide details of our complaint’s procedure and the anticipated timescales for investigation and response.

Many complaints can be resolved promptly. Where investigation is required, we will carry this out thoroughly and impartially. We will provide you with a substantive written response as soon as reasonably practicable and, in any event, within 8 weeks of receipt of your complaint.

If we are unable to provide a final response within that timeframe, we will explain the reasons and inform you of your right to refer the matter to the Legal Ombudsman.

Referral to the Legal Ombudsman

If you remain dissatisfied with our final written response, or if 8 weeks have elapsed since you made your complaint and you have not received a final response, you may be entitled to refer your complaint to the Legal Ombudsman. There are time limits on making such a complaint - the Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. 

The Legal Ombudsman’s service is available free of charge. The Legal Ombudsman may be contacted at:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: Legal Ombudsman

Further information about eligibility and time limits is available on their website.

Complaints to the Solicitors Regulation Authority (SRA)

The Legal Ombudsman deals with complaints about the standard of service provided. If your concern relates to professional misconduct, dishonesty, loss of client money, discrimination, or a serious breach of regulatory obligations, you may report the matter to the Solicitors Regulation Authority (SRA). The SRA can be contacted via Solicitors Regulation Authority website. The SRA does not normally investigate complaints about service where a remedy is available through the Legal Ombudsman.

Professional Indemnity Insurance

In the unlikely event that an error is made in the course of acting for you, we maintain professional indemnity insurance in accordance with the requirements of the Solicitors Regulation Authority.

Details of our insurer, the territorial coverage of the policy, and contact information are set out in our Terms and Business at the commencement of your matter. Further information is available upon request.