Complaints Procedure

Our Complaints Policy

Our aim is to provide our clients with excellent levels of client service. We recognise that there may be times when you feel we fall short of this intention and you may wish to raise a complaint.

How to Make a Complaint

The first port of call will be with the fee-earner or member of staff that is dealing with your matter. (Or you can contact our client care director, Ian Howard, direct.)

What Happens Then?

We will write to you noting that we have received your complaint within 7 days of receiving it.

We will then investigate your complaint. This will involve reviewing your case file and speaking to the fee earner(s) who acted for you. It may involve a discussion or face-to-face meeting with you to resolve your complaint.

We will aim to report to you with the outcome of our investigations as soon as possible. This will usually be within 28 days of sending you the written acknowledgment of the complaint.

If You Are Not Happy

At this stage if you are still not satisfied you should contact us again to explain why you are unhappy with the outcome and we will review your comments. Depending on the matter we will arrange for another Director – Samantha Towle to review the decision.

We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explain our reasons.

Complaining to the Legal Ombudsman

If your complaint has not been resolved to your satisfaction within 8 weeks of making your complaint, you may be able to complain to the Legal Ombudsman. However, the Ombudsman’s powers are limited in certain respects as they can only accept complaints from individuals and certain small businesses and organisations. Full details of the kinds of complaints which the Ombudsman will accept can be found on their website at Their address and contact details are: PO Box 6806, Wolverhampton, WV1 9WJ (; 0300 555 0333)

Complaining to the Solicitors Regulation Authority (SRA)

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.