Complaints Procedure

Complaints Policy

We strive to provide the best possible service to you and always welcome feedback. However, if you ever become unhappy or concerned about our service, please let us know, so we can quickly resolve any issues.

How to make a complaint?

The best person to talk to about any issues is your file handler. They should be able to resolve any concerns quite promptly. However, you may want to make a formal complaint.

Our complaints process

Formal complaints should usually made in writing and emailed to the Complaints Partner at

We keep a record of all complaints to make sure our processes and staff provide the best service we can. We monitor this data to look for improvements as we would hate to disappoint another client in a similar way. Please don’t worry, if you make a complaint, we will continue to work hard on your case to get you the best outcome possible.

Our Complaints Partner will review your file and investigate your complaint. We have eight weeks to consider and resolve your complaint. We will write to you to let you know the outcome of that investigation with any corrective action or next steps.

If you are not satisfied with our response, you can ask for another senior partner of the firm to look at it again.

All our complaints are recorded and reported to our Head of Operations, Complaints Partner, Chief Executive Officer and our Head of Legal Practice.

What to do if we cannot resolve your complaint

The Legal Ombudsman is an independent body who can help if we cannot resolve your complaint. They will normally only investigate a complaint once we have given our final response.

The Legal Ombudsman will then investigate your complaint independently. They will only deal with complaints made to them:

  • Within six months of receiving our final response


  • 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.

For more information about the Legal Ombudsman:


Call: 0300 555 0333 between 9.00 to 17.00.


Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

We are regulated by the Solicitors Regulation Authority (SRA). They monitor us to ensure that we always act honestly and transparently and do not discriminate against you because of your age, disability or other characteristic. They can therefore help if you become concerned about our behaviour.

Visit the Solicitors Regulation Authority’s website to see how you can raise your concerns with them.