How do I make a complaint?
You can contact us in writing (by letter or email) or by telephone.
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. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the project or subscription agreement we sent you at the beginning of your matter.
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
- your full name and contact details;
- what you think we have got wrong;
- how you would like your complaint to be resolved; and
- your matter reference number (if you have it).
If you require any help in making your complaint we will try to help you.
How will you deal with my complaint?
We will write to you within 2 working days acknowledging your complaint, enclosing a copy of this policy.
We will investigate your complaint. This will usually involve:
- reviewing your complaint;
- reviewing your file(s) and other relevant documents; and
- liaising with the person who dealt with your matter.
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We will update you on the progress of your complaint at appropriate times.
We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your matter.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. You can refer your complaint to the Legal Ombudsman if you are not satisfied with our final response, or if we have not resolved your complaint within eight weeks of you first making it.
You must take your complaint to the Legal Ombudsman within six months of the date of our final response to you, and:
- no more than one year from the date of act/omission being complained about; or
- no more than one year from the date when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them using the contact details below:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme, eg Ombudsman Services, ProMediate or Small Claims Mediation.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit its website to see how you can raise your concerns with the Solicitors Regulation Authority.
What will it cost?
We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business, provided to you at the outset of your matter.
The Legal Ombudsman service is free of charge.
Changes to this policy
This policy was updated October 2026.