Resolving any issues

We are committed to providing a high quality legal service to all our clients. However, if you are in any way dissatisfied with the service provided then you have the right to complain.

If you have a complaint, please contact us. You can either express your complaint on the telephone or in writing, whichever you prefer.

How to set out your complaint

  • Aim to keep your concerns short and to the point
  • give example(s) of the problem
  • give dates wherever possible
  • if you have more than one query or concern, list them and give them numbers so that it is easy for us to reply
  • please indicate whether you are happy to receive a written reply or if you would prefer a meeting. If you request a meeting, but then fail to make an appointment, we will proceed with investigating your complaint.

What will happen next?

Stage 1

We will acknowledge your complaint and refer this to the Business Unit Manager of the department which dealt with your matter. You will receive an acknowledgement from a senior member of that department within seven days to let you know that he/she will investigate the matter and report back to you within 14 days. In some circumstances, an appointment may also be made for you to discuss your concerns with the person investigating your complaint.

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

Stage 2

Once the Department Head has investigated, if you find the explanation unsatisfactory please say so. In appropriate cases a member of the Risk and Best Practice Team will then conduct a further independent investigation.

Stage 3

If you are dissatisfied with the result of that investigation you can contact the Legal Ombudsman about your complaint:

The Legal Ombudsman
P O Box 6806
Tel: 0300 555 0333

Please note however that not all clients will be entitled to have their complaint reviewed by the Legal Ombudsman. Full details of who can complain can be found at

Stage 4

The Legal Ombudsman expects you to give us eight weeks to try to resolve your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of our final written response on your complaint.

Please be aware that there are specific timeframes within which the Legal Ombudsman can accept a complaint.

For further information, including details of these timeframes, you should contact the Legal Ombudsman.

We are regulated by the Solicitors Regulation Authority (“SRA”) and take our regulatory responsibilities very seriously. If you have a complaint regarding regulatory standards which we have been unable to resolve with you directly, you might like to discuss it with the SRA. Their contact details can be found here: