Your Trusted Legal Partner for Personal Matters

We are committed to providing a high-quality legal service to all our clients. 

When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

1. We will send you an acknowledging of your complaint within 3 days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint.

3. We will invite you to a meeting to discuss and hopefully resolve your complaint and shall do this within 14 days of sending you the acknowledgement letter.

4. Within 3 days of the meeting, we will write to you to confirm what took place and any solutions agreed with you.

5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint within 30 days of sending you the acknowledgement of your complaint.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange a review of the decision or ask that an appropriate alternative such as review by a mediator reviews the decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

8. If you are still not satisfied, you can then contact the Legal Ombudsman.  

The time limit for referring a complaint to the Legal Ombudsman will be not later than one year from the date:

• of the act or omission being complained about; or
• when the complainant should have realised that there was cause for complaint

For further information, you should contact the Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ or on 0300 555 0333 or at enquiries@legalombudsman.org.uk