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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 or email 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
  3. 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 to the Legal Ombudsman: PO Box 6806 Wolverhampton WV1 9WJ, telephone number: 0300 555 0333, website The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

You should send copy documentation to the Legal Ombudsman in support of your complaint.

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.