Complaints Procedure

We are committed to high-quality legal advice and client care. If you are unhappy about any aspect of the service you have received, or about the bill, please contact us immediately.  We can provide you with a copy of our full complaints procedure if requested.  We have eight weeks to consider your complaint.

Complaints may be made about the service provided or an invoice we have sent you.  Our invoices contain a brief summary of the work that we have undertaken for you and the Disbursements and costs that have been paid out on your behalf in relation to the matters on which you have asked us to act.   A more detailed description of the work undertaken can be provided if needed.  We do however retain the right to charge interest on any bill or part thereof.

If we are unable to resolve your complaint then you may be eligible to have the complaint independently considered by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues of lawyers. A complaint to the Legal Ombudsman must be made:

  • Within six months of receiving our final response to your complaint; and
  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should have reasonably known that there was cause for complaint.

The contact details for the Legal Ombudsman are as follows:

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

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.

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