Complaints

We are committed to providing a high quality legal service to our clients. If you feel that we have not achieved an acceptable level of service we would like you to tell us.

Our complaints handling procedure

Lodge a complaint by emailing the details to [email protected].
We will acknowledge your complaint within 2 working days of us receiving the complaint.
We will investigate your complaint. There will be no costs involved for investigating your complaint.
We will provide a proposed solution within 10 business days of receiving your complaint. If we expect that it will take longer than 10 days to offer a solution, we will advise you of the expected timescale, within 10 business days of receiving your complaint. We may suggest a meeting if we believe it will be helpful in resolving your complaint.
If you are not satisfied with the outcome of your complaint you may be able complain to the Legal Ombudsman or Solicitors Regulation Authority.

When you can complain to the Legal Ombudsman

The Legal Ombudsman handles complaints regarding the service of your solicitor. If you have already complained to your solicitor and allowed them up to eight weeks to provide a full response, you can lodge a complaint with the Legal Ombudsman.

To lodge a complaint with the Legal Ombudsman:

Download the Complaint Form from the SRA website: http://www.legalombudsman.org.uk/?portfolio=complaint-form-legal
Complete the Complaint Form
Send the completed Complaint Form to the SRA by email: [email protected] or by post to: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of your realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

When you can complain to the Solicitors Regulation Authority

The Solicitors Regulation Authority handles complaints where regulated firms have breached the SRA Principles.

To report a solicitor or law firm to the SRA:

Complete the Report Form on the SRA website: http://www.sra.org.uk/consumers/problems/report-solicitor.page
Set out your concerns clearly
Identify any individuals you consider responsible
Attach any evidence you consider important
Send the report to the SRA Reports team by email: [email protected] or by post: The Cube, 199 Wharfside Street, Birmingham, B1 1RN, DX 720293 BIRMINGHAM 47