How to Make a Complaint About Our Services

Our Commitment to You

We are committed to providing excellent service. However, if something goes wrong, we want to know about it so we can put things right. As a firm regulated by the Solicitors Regulation Authority (SRA), we take all complaints seriously. We will investigate your complaint thoroughly and respond promptly.

How to Make a Complaint

What to Include in Your Complaint

To help us investigate, please include:

  • Your full name and contact details
  • Your reference number (if you have one)
  • A clear description of what went wrong
  • When the problem occurred
  • What you would like us to do to resolve it
  • Any relevant documents or correspondence

What Happens Next

1

Acknowledgement

We will acknowledge your complaint within 3 working days.

2

Investigation

We will investigate your complaint thoroughly, which may involve reviewing your file and speaking with relevant staff.

3

Response

We aim to provide a full written response within 8 weeks of receiving your complaint.

If You Are Not Satisfied

If you are not satisfied with our response, or if we have not resolved your complaint within 8 weeks, you may refer your complaint to the Legal Ombudsman.

Legal Ombudsman

The Legal Ombudsman investigates complaints about solicitors and other legal service providers.

Time limit: Normally you must bring your complaint to the Legal Ombudsman within 6 months of our final response.

Solicitors Regulation Authority (SRA)

If you believe we have breached the SRA's rules or principles, you can report us to the SRA. However, the SRA is not able to award compensation or deal with complaints about poor service.

Key Timeframes

Acknowledgement within 3 working days and full written response target within 8 weeks.

Contact Our Complaints Team