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Complaints Procedure

Complaints Protocol


If you have a complaint please contact us with the details and we will endeavour to respond to your complaint as soon as possible, and hope to resolve it within 8 weeks.


If we have not resolved your complaint by then, you may contact the Legal Ombudsman or the Solicitors Regulation Authority.


How will my complaint be processed?


On receipt of your complaint, a letter acknowledging the complaint will be sent within 5 working days of receiving it, from the Managing Director.


The Managing Director will speak with the Solicitor/staff member referred to in the complaint.


The Managing Director will respond in writing to you concerning your complaint and where practical offer the opportunity of a face to face meeting to discuss the complaint and hopefully resolve matters.


After the meeting, the Managing Director will write to you with a summary of what took place and any solutions agreed.


If no meeting has taken place the Managing Director will send you a detailed written reply to your complaint.


If you are still not satisfied you should contact us again and we will arrange for another Director to review the Managing Director’s decision and respond to you within 14 days.


If you are still dissatisfied at this point you may refer your complaint to the Legal Ombudsman or the Solicitors Regulation Authority.


Contact details


The Legal Ombudsman can be contacted on: 03005-550333


Legal Ombudsman
PO Box 6806


The Solicitors Regulation Authority can be contacted on: 03706-062555


Solicitors Regulation Authority

The Cube

199 Wharfside Street


B1 1RN