Complaints process

We always strive to provide you with the highest quality service. However, if at any time you are dissatisfied or have concerns about the service we have delivered, please let us know immediately so we can address the issue. Initially, it may be beneficial to reach out to the individual managing your case to discuss your concerns, and we will make every effort to resolve any problems.

If you wish to file a formal complaint, you can refer to our complete complaints procedure. Rest assured, filing a complaint will not impact how we handle your case.

What to do if your complaint remains unresolved

If we are unable to resolve your complaint, the Legal Ombudsman can assist by independently reviewing your case. This will not affect how we manage your case. Before considering your complaint, the Legal Ombudsman will ask whether you have attempted to resolve the matter directly with us. If you have done so, you must bring your complaint to the Legal Ombudsman:

• Within six months of receiving our final response to your complaint, and
• Within one year of the incident or omission that led to the complaint, or within one year of when you became aware that you had cause for a complaint.

For further details, please Contact the Legal Ombudsman.

What to do if you have concerns about our conduct

If you have concerns regarding our conduct, such as dishonesty, financial mishandling, or unfair treatment based on age, disability, or other personal characteristics, the Solicitors Regulation Authority can help. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

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