Complaints Information

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, you should inform us immediately so that we can do our best to investigate and resolve any issues.
In the first instance, please contact the person who is working on your case to discuss your concerns and they will do their best to resolve any issues. However, if this does not resolve the problem and you would like to make a formal complaint, please see our full complaints procedure which can be found here: Complaints Procedure.

Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have but we have been unable to resolve the issue, you must take your complaint to the Legal Ombudsman:

• 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 reasonably have known that there was cause for complaint.

For more information contact the Legal Ombudsman.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority (SRA) 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.
If you require more information please visit the SRA website to see how you can raise your concerns with the Solicitors Regulation Authority.