Complaints Policy

Our complaints policy


  1. We are committed to providing an excellent standard of service to all our We value feedback from clients greatly because it helps us to continually improve our service. If you are not satisfied with the level of service provided or have any other complaints, we would like to know about it as soon as possible so that we can address your concerns.


  1. We define a complaint as ‘an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment’.


Our complaints procedure


  1. If you have any cause for complaint, please email or write to the fee earner acting on your matter in the first instance, copying your email to Please set out a brief explanation of:

i. Why you feel dissatisfied with the service you have

ii. If there is anything in particular that you would like us to do to resolve your concerns


  1. The fee earner will respond to your concerns and queries in


  1. If you are not satisfied with the fee earner’s response, please contact Noor Khan, the partner responsible for handling complaints, on 0330 175 5655 or At this point, the complaint will follow the formal Complaints procedure which is set out below.




  1. We will acknowledge your complaint within two working days of your formal notification of complaint, as set out in paragraph 4. We will request any further information we may require in order to investigate your complaint.


The investigation


  1. If we have requested you to provide further information in our acknowledgment letter, we will wait for that information to arrive before we take any further


  1. Upon receipt, we will investigate your complaint as efficiently as possible. As part of the investigation, we will consider the evidence available to us, including the information on your file, information provided by you and information provided by the relevant fee earner who was working on your matter.


Our findings


  1. We will write to you with our findings and any proposals to resolve the matter within 14 days of receiving the further information, unless your matter requires longer to investigate, in which case we will aim to revert to you within 21 days. The findings will be provided in writing unless we had agreed to provide our findings in a meeting.


  1. Following the receipt of our findings letter, you will have 14 days to provide any comments on our findings if you wish to do so.


Our final decision


  1. We will consider any comments you may have made, and revert to you with our final decision within 7 days of your comments. If we require longer to consider your comments, we will write to you to inform you of the timeframe.


  1. If you remain dissatisfied after receiving our Final Response, or in the unlikely event that you have not received a Final Response within eight weeks of receiving your complaint, you have a right to complain to the Legal Ombudsman about our service. The Legal Ombudsman will normally expect you to have exhausted this complaints procedure before referring to them. The Legal Ombudsman investigates complaints independently and accessing the service will not affect how we handle your case (if ongoing).Time limits apply to the service, so if you do wish to refer your complaint to the Legal Ombudsman you should not delay once our own complaints process has The general rule is that you must take your complaint to the Legal Ombudsman within six months of receiving our final response to your complaint and either:

i. No more than six years from the date of act or omission; or

ii. No more than three years from when you should reasonably have known there was cause for complaint.


  1. You can contact the Legal Ombudsman via the details set out below:

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333

Email address:   


  1. There are, however, certain exceptions when some people or organisations cannot make a complaint to the Legal Ombudsman, and we refer you to their website for further information.


  1. The Legal Ombudsman service considers complaints about the quality of legal services that clients In the unlikely event that you have concerns about a solicitor’s conduct, it may be appropriate for you to contact the Solicitors Regulation Authority (SRA – Telephone: 0370 606 2555 Website: – or write to them at The Cube, 199 Wharfside Street, Birmingham B1 1RN). We do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns.


  1. If your complaint is about our bill, you can complain about or challenge the You can challenge the bill by applying for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about the bill you have applied to the court for assessment of the bill.


  1. Other ADR services providers exist that are competent to deal with complaints in the legal sector, including ProMediate. However, the firm believes that the Legal Ombudsman offers our clients the most appropriate forum to seek resolution of their Therefore, we have not adopted an alternative ADR procedure and do not agree to use another ADR organisation.



If we need to change any of the above timescales for any reason, we will let you know and provide a revised timescale.