Complaints Procedure

If you are dissatisfied with the service we have provided then you have the right to complain.

The Legal Ombudsman service is ultimately responsible for ensuring that complaints are dealt with appropriately. However, before you contact the Legal Ombudsman you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied you can then involve  the  Legal Ombudsman. For more information on how the Legal Ombudsman works please  visit the Legal Ombudsman website.

Timescales
In normal circumstances you are required to register a complaint within one year.  You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm's complaints procedure. In summary:

  • You must register your complaint with us within one year
  • The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
  • After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)

Getting Started
Please write to us to register a formal complaint. If you would like assistance, the Legal Ombudsman website contains advice and details of how they investigate problems with legal service providers.

Solicitors Regulation Authority
Our conduct is regulated by the Solicitors’ Regulation Authority (SRA).

The SRA works with solicitors, firms, other types of lawyers and non-lawyers to make sure they comply with their Principles, to make sure they behave independently, fairly and with integrity to best serve the interests of their clients and the public interest. The SRA welcomes information about dishonesty or breaches of its Principles; however, it is not able to deal with issues of poor service.

You can raise concerns with the SRA by contacting them directly at: report@sra.org.uk

For more details see the SRA's page about reporting individuals and firms