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Complaint Policy

We are committed to providing a friendly, efficient and 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 service and, of course, we will do our best to deal with your complaint.

Registering a complaint

  1. If you have a complaint in the first instance, please raise this matter with the person handling the matter. If they cannot resolve the matter it will be referred to their supervisor who will notify our Client Care Partner, Ms Emma Pearmaine.
  2. Ms Pearmaine will then send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.

Investigating your complaint

  1. We will then investigate your complaint. Ms Pearmaine will review your file and speak to the member of staff who acted for you.
  2. Ms Pearmaine may contact you by telephone to discuss the matter. She will seek to clarify the issues and address your concerns.
  3. If this is not possible, or does not resolve your complaint, you will be invited to a meeting to discuss it. Ms Pearmaine will write to you within 10 working days of sending you the acknowledgement letter.
  4. Within three days of this meeting, Ms Pearmaine will write to you to confirm what took place and any solutions she has agreed with you.
  5. If you do not want a meeting or it is not possible to arrange one, Ms Pearmaine will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 15 working days of sending you the acknowledgement letter.

We have 8 weeks to deal with a complaint made by you. If no reply is sent to you or if you are not happy with our reply then you can make a complaint about poor service to the Legal Ombudsman: PO Box 6806 Wolverhampton WV1 9WJ, telephone number: 0300 555 0333, website within 6 months of receiving the last response from us to the complaint or if no reply from us is received in 8 weeks of the complaint being made, then within 6 months after the 8 weeks (being the time we had to deal with the complaint).  A complaint must be received by the Legal Ombudsman within 12 months of the act/omission or within 12 months of when you knew or ought to have known of the act or omission complained about. You should send copy documentation to the Legal Ombudsman as all documents are scanned and then destroyed.

Solicitors and law firms are regulated by the Solicitors Regulation Authority (SRA). The SRA works with solicitors, firms, other types of lawyers and non-lawyers to make sure they comply with SRA Principles, to make sure they behave independently, fairly and with integrity to best serve the interests of their clients and the public interest. The SRA welcomes information about dishonesty or breaches of SRA Principles; however, the SRA is not able to deal with issues of poor service and does not award compensation. To make a report to the SRA: Contact Centre, The Cube, 199 Wharfside Street, Birmingham, B1 1RN, 0370 606 2555 OR

If we must change any of the timescales above, we will let you know and explain why.

We very much hope that we can address your concerns and achieve a mutually satisfactory outcome.

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