Complaints Handling Information

Updated: 24th June 2025

We are committed to providing a level of service that exceeds the level expected at the outset of our engagement with you. Still, where something goes wrong, or you do not believe we have performed reasonably, taking into account the circumstances of the matter you have engaged us to carry out, we welcome your feedback to help us improve and do better next time. If you are not, therefore, happy with the service we have provided, our procedure is as follows:

How to raise a complaint with us

• 1 Raise your concern with the person or persons (The Team) who you believe have not performed to either the agreed or a reasonable level of service so that they can review their actions and feedback to you why they think things did not go to the agreed plan or why something was not corrected to your satisfaction that should have been. It may well be that there were unforeseen/changes in circumstances which affected the outcome that were beyond our control and /or could not reasonably have been anticipated and, upon review, adequately explain how the drop in service occurred.


• 2 If the Team has not dealt with your concern to your satisfaction within 2 weeks of raising it, please write to the Supervising Director of the Team any outstanding points. The Supervising Director's details will be found in our initial engagement letter to you; otherwise, please ask the Team to refer your unresolved concern to their Supervisor, and the Supervisor will contact you to request any further details they may need to investigate your case. This will normally be done within 7 working days after notification of escalation, but is subject to any annual leave/sickness, or other unknown extended absence from the office. Your concern will be registered in our Central Register in any event.


• 3 The supervisor will investigate your complaint by reviewing the file, speaking with your team, and collecting any other relevant information from third parties involved if necessary. This can take up to 2 weeks, but is usually done within a week or less.


• 4 Once the Investigation has concluded, the Supervisor will contact you to resolve your matter on the telephone and/or follow up via email with their findings and decision. Sometimes, it may be appropriate to invite you to a meeting at our offices.


• 5 If the Supervisor is unable to resolve your concerns, you will have a final right of appeal to our Managing Director, whose details will be provided to you as part of the Supervisor's determination of your case. Our Managing Director will review all communications and contact you in writing with our final response. This will be done as soon as possible but can take up to 21 days from notification of appeal.


• 6The whole process is aimed to be completed within 8 weeks of your initial contact in point 1 above.

How to raise a complaint to the Legal Ombudsman

We are permitted eight weeks to consider the complaint. If, for any reason, we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask the Legal Ombudsman to consider the complaint.

Clients are free to refer any complaint about our work, fees or level of service, but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of the client having received a final written response from us about their complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which the client is complaining occurring or from when the client should have known about or become aware that there were grounds for complaint.

For further information, don't hesitate to contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may also be contacted at PO Box 6167, Slough SL1 0EH.

How to raise a complaint to the Solicitors Regulation Authority (SRA)

If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report, but there are limits on what the SRA will consider. Please note that the SRA cannot deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).

For further information about the SRA’s role, don't hesitate to get in touch with the SRA on 0370 606 2555 or visit: SRA | Reporting a solicitor or firm to us | Solicitors Regulation Authority

Further Information

For further information about our complaints handling procedures, please do not hesitate to contact us.