Complaints Process

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 then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance you should contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure by clicking here. 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. They will look at your complaint independently and it will not affect how we handle your case.

The Legal Ombudsman could help you if you are not happy with your solicitor’s work or service and need to put things right.

Examples include:

  • Not replying to your emails, letters or calls.
  • Losing your documents or giving you unclear advice.
  • Charging you an amount you are not happy with.
  • Not explaining issues properly so you do not understand.

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, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details


Call: 0300 555 0333 between 9.00 to 17.00.


Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

In addition, as we are regulated by the Solicitors Regulation Authority (SRA), you can also lodge a complaint with the SRA if you think a solicitor might be dishonest or you have concerns about their behavior.

Examples include:

  • Shutting down their law firm without telling you.
  • Dishonesty or deliberately overcharging you.
  • Taking or losing your money.
  • Treating you unfairly because of your age, a disability or other characteristic.

The SRA deals with complaints in cases where firms they regulate have breached the SRA Principles.

If you are unsure on whether you should refer a complaint to the Legal Ombudsman or to the SRA, the link below provides helpful information to help you to decide:

How to complain to the SRA

In the first instance, you should contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. In most cases, you will not be able to take your complaint further, whether to the Legal Ombudsman or to the SRA if you have not already done so.

It may be that by approaching the problem informally at first will resolve things. However if this does not work, we will give you information on the firm’s official complaints procedure which includes your right to take the complaint to either the Legal Ombudsman or SRA.