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Our Complaints Procedure

We are committed to providing a high quality legal service to all of our clients.  When something goes wrong we need you to tell us about it.  This will help us to improve our standards.

This procedure has been prepared in accordance with the Solicitors’ Code of Conduct and guidance issued by the Legal Ombudsman.  If you have a complaint please contact us with the details.  The name of the person to whom the complaint should be addressed is set out in the Terms & Conditions of Business sent to you at the beginning of your transaction.

We are authorised and regulated by the Solicitors Regulation Authority (the SRA). You can also refer any concerns that you have about us to the SRA which can be contacted at The Cube, 199 Wharfside Street, Birmingham, B1 1RW, by telephone on 0370 606 2555 or via its website at


What will happen next

  1. We will acknowledge your complaint as soon as possible.  We will also notify you of the name of the person who will deal with your complaint. 
  1. Your complaint will normally be dealt with by our Client Care Partner who will investigate your complaint personally.  We aim to resolve complaints within eight weeks of original receipt.  Within that time we shall send you a letter setting out our suggestions for resolving the problem.  
  1. At this stage if you are still not satisfied you may within 6 months of our decision contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ


      Contact information

      Email address:


      Phone: 0300 555 0333


      The time limit for referring a complaint to the Legal Ombudsman is no later than:-

  • one year from the date of the act or omission complained about; or
  • one year from the date upon which the complainant should have realised there was cause for complaint.

       The Legal Ombudsman may extend that time period if it is fair and reasonable to do so.

  1. If we are unable to resolve your complaint you may also refer your complaint to an Alternative Dispute Resolution provider such as The ADR Group 160 Fleet Street, London, EC4A2DQ, United Kingdom


      Contact information

      Email address:


      Phone: 020 3600 5050


      We usually agree to the use of the ADR Group.

  1. If it is necessary for us to change any of the timescales above we will let you know and explain why.



Reviewed May 2023


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