Complaints

If you are unhappy with any aspect of our service, please tell us. Most concerns are resolved quickly once we know about them, and telling us gives us the chance to put things right.

Please tell us through the enquiry form, setting out your concern, and we will treat it as a complaint. The form asks what you need help with — choose “Not sure yet”, since there is no separate complaints option, and say in your message that you are raising a complaint.

What happens, and when

Your complaint will be acknowledged, then looked into by someone who was not directly involved in the matter it concerns.

We aim to give you a full written response within eight weeks of receiving your complaint.

If we cannot resolve things to your satisfaction, or if eight weeks pass without a resolution, you may take your complaint to the Legal Ombudsman.

The Legal Ombudsman

Within six months of our final response, and within one year of the act or omission complained about, or of when you should reasonably have known there was cause for complaint.

Contact the Legal Ombudsman at https://www.legalombudsman.org.uk/.

The Solicitors Regulation Authority

The Legal Ombudsman deals with complaints about service. If your concern is instead about professional conduct — for example, honesty, integrity or independence — you may raise it directly with the Solicitors Regulation Authority.