Complaints Handling Procedure

Our complaints policy

We are committed to providing a 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 standards.

Our complaints procedure

If you have a complaint, please contact us with the details. We ask that you contact your case handler or their supervisor in the first instance. If the issues cannot be resolved we ask that this is escalated to or one of the Compliance Team on 01704 546919.

We may ask you to put details of your complaint in writing to enable us to investigate and respond. If we do so, we will send you a letter acknowledging your oral complaint within 5 days of us receiving contact from you, enclosing a copy of this procedure.

We may try to resolve your complaint immediately either in writing or by telephone. If this is not possible, we may take time to investigate and return to you with a written response to your concerns within 14 days of acknowledging your complaint.

If you are still not satisfied, you can then contact the Legal Ombudsman or the Solicitors Regulation Authority at the following addresses:

Legal Ombudsman 0300 555 0333

PO Box 6167

Solicitors Regulation Authority Contact Centre.

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with them

Tel: 0870 606 2555 or email:


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B1 1RN

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