Any Concerns

We are committed to providing a high quality legal service to our clients and to dealing with all our clients and prospective clients fairly. However sometimes things can go wrong so if something has, please tell us.

This page explains how we deal with concerns or complaints about our service.

If you as a client or prospective client have a concern or a complaint about the service we have provided please contact your case handler or case handler’s supervisor first. Their details are given in the Client Care letter that you received. They may be able to resolve the concern or complaint. If they are unable to do this, the concern or complaint will be referred to the Compliance Partner, Rebecca Roberts; or you may refer directly to her at This email address is being protected from spambots. You need JavaScript enabled to view it..

The Compliance Partner, on receipt of a client or prospective client complaint will confirm receipt within three working days and provide a copy of our full complaints procedure to you. Usually no more than 28 days after that, we will write to you and tell you what we have done and what we propose to do to resolve your complaint.

If you are not happy with this, you can refer your complaint to the Legal Ombudsman within six months of our final written response to your complaint, and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it).

If your complaint involves a breach of the professional rules for solicitors set out in the SRA Standards and Regulations then you may also refer the matter to the Solicitors Regulation Authority.