Complaint Handling Procedure

We want to give you the best possible service. However, 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.

In the first instance it may be helpful to 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 should make a complaint raising your concerns. Making a complaint will not affect how we handle your case.

A complaint will be formally acknowledged within three working days.

The Complaints Handling Director will look at the file and ask for full details from you either in writing or by interview.  If you have already provided details in writing, then further written information will only be requested if necessary.  Any fee earner(s) will also be seen.

The whole object is to ensure that you :-

  • are satisfied that the complaint has been dealt with seriously;
  • get a prompt response;
  • get assurance that the matter is being reviewed;
  • are notified as soon as possible of the outcome.

Even though a fee earner may not agree that the complaint has any validity, the response from the Firm may be to agree with some elements of the complaint and to assure you that some effort will be made to remedy the problem, if any, found.

You will receive a letter with the outcome of the investigation within 21 days of the complaint unless further information is needed from you and it has not been furnished.  In that event, you will receive an update and the request for further information renewed.

We aim to complete the investigation of the complaint within 42 days of the date of complaint.

Remedies open to you

  • An apology from the Firm and an assurance that it will not happen again and that we will try to do better in the future;
  • A reduction in the bill if justified;
  • Abatement of the bill in total if justified;
  • Notifying you of your right to complain to the Legal Ombudsman either as a matter of professional conduct or the Firm’s inadequate professional services;
  • Notifying you of your right to report to the Solicitors Regulations Authority (SRA) as a matter of professional conduct 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.
  • Notifying you of your right to see another Solicitor and obtain advice as to whether we have been negligent.

Normally, you will need to bring a complaint to the Legal Ombudsman within twelve months of receiving a final written response from us about their complaint.


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ