Complaints

V2. Updated 12/08/2026

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately, so that we can do our best to resolve the problem.

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 would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case and we will not charge you for it.

 

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 case.

The Legal Ombudsman will normally expect you to have tried to resolve your complaint with us first. You can go to the Legal Ombudsman once we have given you our final response, or once eight weeks have passed since you complained to us without your complaint being resolved to your satisfaction.
Ordinarily you must take your complaint to the Legal Ombudsman:
– within one year of the act or omission you are complaining about; or
– within one year of when you should reasonably have known there was cause for complaint,
and, in any event, within six months of the date of our final written response. The Legal Ombudsman can accept a late complaint where it considers it fair and reasonable to do so.

Legal Ombudsman contact details

Website: www.legalombudsman.org.uk

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

 

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. It does not deal with complaints about the standard of service and cannot award you compensation.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.