Complaint policy

Raising a Concern

If you have any concerns about the way your matter is being handled, please first contact the individual dealing with your case. They can discuss the issue with you and aim to resolve it quickly and informally.

Raising a complaint will not affect how we manage your case, and you will not be charged for the time we spend looking into it.

If We Cannot Resolve Your Complaint

If we are unable to resolve your complaint internally, you may be able to refer it to the Legal Ombudsman, who provides an independent and impartial complaints service. Contacting the Ombudsman will not affect how we handle your case.

The Ombudsman scheme is generally available to individual clients and small businesses. Some larger organisations may not be eligible. Before investigating, the Ombudsman will check that you have first given us the opportunity to resolve the matter.

Time Limits for Referring to the Legal Ombudsman

• Within six months of receiving our final written response; and
• No more than six years from the date of the act or omission; or
• No more than three years from the date when you knew, or could reasonably have known, there was cause for complaint.

How to Contact the Legal Ombudsman

• Website: www.legalombudsman.org.uk
• Telephone: 0300 555 0333 (9am–5pm)
• Email: enquiries@legalombudsman.org.uk
• Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Reporting Professional Misconduct

The Legal Ombudsman looks at concerns about the level of service. If you believe a solicitor or firm has committed professional misconduct (for example, dishonesty, losing or misusing client money, or discrimination based on a protected characteristic), you can report this to the Solicitors Regulation Authority (SRA).

While we do not expect such issues to arise, please alert the supervising solicitor immediately if you have serious concerns.

For more information about the SRA, including contact details and the SRA Standards and Regulations, visit: www.sra.org.uk