Complaints Procedure

How to make a complaint

We want to ensure that you are happy with the service we provide. However, if you are not happy, you may make a complaint.

Making a complaint directly to your solicitor

We encourage you in the first instance to approach the solicitor dealing with your case. You may do this by telephone, email, or letter.

The solicitor will acknowledge receipt of your complaint within 7 days and confirm how your complaint will be handled. You will also be given timescales for initial and substantive responses.

Most complaints can be addressed immediately. Others may take time to investigate. In any event, the solicitor with conduct of your case will deal with your complaint within 8 weeks.

Making a complaint to the Legal Ombudsman

In the unlikely event that the complaint cannot be resolved in-house within 8 weeks, you have the right to complain to the Legal Ombudsman. Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint. The service provided by the Legal Ombudsman is free for consumers. You will not be charged for making a complaint or the time that a solicitor spends in dealing with the complaint.

Making a complaint to the Solicitors Regulation Authority

You may also make a complaint to the Solicitors Regulation Authority if you are concerned about the behaviour of your solicitor or the company.

Professional Indemnity Insurance

In the unlikely event that a mistake is made by us, we have professional indemnity insurance.