How to make a complaint
We take all complaints seriously and use them to improve our service. You can raise a complaint at any stage — about the information on our website, the way we have handled an enquiry, or the conduct of a partner solicitor we have referred you to.
Step 1 — Contact us first
Please put your complaint in writing so we have a clear record of the issue and can investigate properly. Include:
- Your full name and contact details
- A clear description of what went wrong
- Any reference numbers, dates or names of people you spoke to
- What you would like us to do to put things right
Email, postal address and phone number for complaints will be displayed here once confirmed by the firm.
Step 2 — How we handle your complaint
- We will acknowledge your complaint in writing within 5 working days.
- We will investigate the issue, which may involve speaking to the people involved and reviewing relevant records.
- We will provide a full written response within 8 weeks of receiving your complaint. If we cannot resolve matters within that period, we will explain why and tell you what to expect next.
Step 3 — Escalating to the Legal Ombudsman
If your complaint relates to legal services provided by a regulated solicitor and you are not satisfied with their final response (or have not received one within 8 weeks), you can refer your complaint to the Legal Ombudsman.
You can contact the Legal Ombudsman:
- Online: legalombudsman.org.uk
- By phone: 0300 555 0333
- By email: enquiries@legalombudsman.org.uk
- By post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
You normally need to refer your complaint within 6 months of receiving a final response, and within one year of the act or omission you are complaining about (or one year from when you should reasonably have known about it).
Complaints about a solicitor's conduct
If your complaint is about a solicitor's professional conduct (for example, dishonesty or breach of the SRA Standards and Regulations), you can also report this to the Solicitors Regulation Authority at sra.org.uk.
Our commitment
We will always treat you with respect, investigate your complaint fairly, and never penalise you for raising a concern.