Complaints Policy

Complaints Policy

Our Commitment to Quality Service

We are dedicated to providing a high-quality legal service to all our clients. If something goes wrong, we want to hear about it so we can address the issue and improve our service. There will be no charge for the time spent resolving your complaint.

How to Make a Complaint

You can raise a complaint directly with the partner responsible for your case. If this is not appropriate, or if the complaint is of a general nature, please contact your client partner.

Complaint Process

  1. Acknowledgement: We will acknowledge your complaint within three working days.
  2. Investigation: We will carefully review your file and consult with the person handling your matter, making wider enquiries within the firm as necessary.
  3. Response: We aim to respond to your complaint within 21 days, typically in writing. We may suggest a meeting to discuss the issue. Our response will include our views on your complaint and our proposed resolution.

If You’re Not Satisfied

If you are not satisfied with our initial response, please contact us at We will re-evaluate your complaint and conduct any further investigations as needed. Within 28 days of the referral, we will inform you of our conclusions and any further proposals to resolve the issue.

External Resolution

If the complaint remains unresolved, you may refer it to the Legal Ombudsman, an independent and impartial body for public complaints against solicitors. Before considering a complaint, the Legal Ombudsman typically requires that our internal complaints procedure has been exhausted.

Contacting the Legal Ombudsman

From the 1st of April 2023, the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned, or within a year of your realising there was a concern.

Legal Ombudsman Scope

The Legal Ombudsman may:

  • Investigate the quality of professional service provided by a solicitor.
  • Assess whether solicitor’s charges are reasonable.
  • Refer breaches of professional conduct rules to the Solicitors Regulation Authority (SRA).

The Legal Ombudsman will not:

  • Decide complicated issues of fact or law, which can only be resolved by a court.
  • Provide legal advice or direct a solicitor on how to handle a case.
  • Review court case outcomes.

Alternative Complaints Bodies

Other bodies, such as Ombudsman Services, ProMediate, and Small Claims Mediation, can handle complaints about legal services if both parties agree to use them.

Invoice Disputes

If you are dissatisfied with the outcome of your complaint regarding our invoice, you may apply to the Court for an assessment under Part III of the Solicitors Act 1974. However, you will be responsible for the assessment costs if the invoice is not reduced.

In the event of a dispute, please contact us via 


Tel: 0121 356 7930